Business Intelligence Analyst
VXI Global Solutions Hyderabad, Telangana, India
Outsourcing and Offshoring Consulting · 10,001+ employees
About the role
Design and maintain MIS reports and dashboards to track key performance indicators like CSAT and NPS. Identify performance gaps and provide actionable insights to improve service quality and agent productivity.
What they look for
Requirements
Requires a Bachelor's degree in any field. Candidates must have at least 1.5 years of relevant working experience.
Full description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Essential Duties & Responsibilities
- Design, develop, and maintain MIS reports and real-time dashboards for contact center operations · Track and analyze key KPIs such as CSAT, NPS, FCR, Transactional QA, and Q4 (Bottom Quartile) performance
- Should be able to generate WBR, MBR and QBR decks as per process owner’s requirements
- Identify performance gaps and trends in customer interactions, agent productivity, and service outcomes
- Provide actionable insights to improve customer retention, reduce repeat contacts, and enhance service quality
- Support continuous improvement initiatives by identifying bottom quartile drivers and recommending corrective actions
- Partner with operations, QA, training, and workforce management teams to drive KPI improvements
- Create drill-down dashboards for agent-level, queue-level, and process-level performance monitoring
- Perform root cause analysis (RCA) for poor CSAT/NPS and repeat contacts
- Ensure data accuracy, consistency, and governance across reporting systemsEducation & Experience
- Candidate must possess at least a Bachelor's/College Degree in any field
- At least 1.5 year(s) of working experience in the related field.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
