Business Analyst - Dubai, United Arab Emirates - Virtusa

Virtusa
Virtusa
Verified Company
Dubai, United Arab Emirates

3 weeks ago

Ahmed Al-Mansouri

Posted by:

Ahmed Al-Mansouri

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Description

Role:
Data Analyst

Skill:
SQL queries, Dashboards, reports

Experience : 5+ Years
-
Requirement Gathering

  • Collaborate with stakeholders to elicit, analyze, and document business requirements, including functional and nonfunctional requirements towards the goal of superior customer experience on the IVR channel by improving automation and customer friendly business rules
  • Conduct interviews, workshops, and observations to design customer journeys on the
    IVR
-
Data Analysis

  • Collect, analyze, and interpret data from various sources including call centre agent activities to identify trends, patterns, and insights that can inform business decisions. Identify agent processes that can be automated on the IVR
  • Develop and maintain data models, perform data mapping, and assist in data governance activities.
-
Process Mapping and Optimization

  • Evaluate existing business processes, identify inefficiencies or bottlenecks, and propose optimized workflows.
  • Document process maps, conduct gap analysis, and recommend process improvements to enhance efficiency, reduce costs, or improve customer experience through IVR

D.
Solution Design

  • Collaborate with technical teams, such as software developers and system architects, to translate business requirements into technical specifications.
  • Participate in solution design sessions, review prototypes, and provide feedback to ensure the developed solution aligns with business needs.

E.
Stakeholder Management

  • Engage with stakeholders across different departments or teams such as Legal, Compliance, OpsRisk, ITRisk, INA, etc. to gather input, validate requirements, and manage expectations.
  • Facilitate communication and foster collaboration between business and technical teams throughout the project lifecycle.
    About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody.

When you join us, you join a team of 36,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.


Great minds, great potential:
it all comes together at Virtusa.

We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.


Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

All employment is decided on the basis of qualifications, merit, and business need.
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