Job Description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

We are changing the way people think about customer care, and we need your help!

We're looking for a Business Analyst who will be responsible for creating and maintaining robust reports and databases relating to the program's performance. In this role, you will also assist with extracting business insights and analytics to help the Operations team come up with data-driven decisions.

As a Business Analyst, You Will…

• Create, maintain, and optimize reports and databases to track and analyze overall program performance.
• Collect and validate data requirements for business intelligence systems.
• Support reporting from multiple applications.
• Create, validate, and recommend optimization of business processes.
• Support projects through development and quality assurance
• Create internal guides, training materials, and end-user documentation.
• Facilitate requirements workshops.
• Build and manage business relationships.

As a Business Analyst, You Need…

• A Degree or Diploma in Computer Science, Information Systems, or equivalent experience.
• Preferred 3-5 years of practical business analysis experience, with demonstrated experience in analyzing business systems and processes, and the creation of structured business requirements documents.
• Strong proficiency and knowledge of Google Workspace apps are highly preferred, specifically with data-driven applications like BigQuery, DataStudio (formerly LookerStudio), Google Sheets, and Gemini.
• Business process management practitioner designation, CBAP, Lean Six Sigma (yellow or black), PMP, or other certification is considered an asset.
• Strong attention to detail.
• Excellent organizational and time management skills.
• Demonstrated strength in communications, both verbal and written.
• Ability to build relationships.
• Technical understanding and problem-solving skills.