Manager - Business Analyst

Responsibilities

• Analyse and model business processes and workflows.

• Create detailed business requirements documents (BRDs), user stories, and functional specifications.

• Collaborate with stakeholders, including developers, testers, and project managers, Quality to ensure requirements are understood and implemented.

• Conduct gap analysis and identify areas for process improvement.

• Perform data analysis and generate reports to support decision-making.

• Support project management activities by tracking requirements and providing status updates.

• Build and maintain operational dashboards (volume, SLA, backlog, escalations)

• Perform RCA (Root Cause Analysis) for spikes or dips in metrics

• Forecast staffing needs based on volume QA , Meta QA and trend modeling based on product evolution

• Automate Reports based on client need (WoW or Daily)

• Report on agent-level performance and escalation trends

• Present insights to clients and internal leadership weekly/monthly - Gather and document business requirements through interviews, workshops, and surveys.

• Contribute to project planning, scheduling, and risk management activities.

• Monitor project progress, identify potential roadblocks, and propose corrective actions.

• Ensure that solutions are delivered on time, within budget, and to the required quality standards.

• Support post-implementation review and continuous improvement initiatives.