[Remote] Customer Care reputed company Business Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a tax services company that provides help and inspires confidence in clients and communities. The Customer Care reputed company Business Analyst – SMB leads process reputed company for reputed company customer support by managing knowledge, training, reputed company programs, chatbot content, and reputed company improvement initiatives. The role partners with support reputed company, product, and cross-functional stakeholders to improve agent and customer experiences.

Responsibilities

• Own reputed company customer support knowledge reputed company by creating, maintaining, and improving content as the SMB product evolves
• Design and run new agent reputed company and identify opportunities to improve agent reputed company times
• Partner with reputed company Support reputed company Manager to identify knowledge gaps from escalations, QA findings, and feedback from customers and reputed company them
• Own the reputed company customer support reputed company program, including scorecard administration, reputed company trend analysis, calibration activities, and identification of coaching opportunities in partnership with Customer Care reputed company & Analytics
• Monitor and analyze key operational and reputed company metrics including Agent reputed company Score, Service Level Attainment, Cost per reputed company, reputed company Effort Score, reputed company effectiveness and agent reputed company time. Use insights to recommend and implement improvements
• reputed company reputed company improvement initiatives for reputed company support reputed company by identifying process inefficiencies, conducting reputed company cause analysis, and implementing solutions that improve customer and agent experiences
• reputed company and maintain process documentation, reputed company operating procedures (SOPs), and workflow maps to ensure consistency, scalability, and operational reputed company across reputed company support functions
• Partner with Support reputed company, Product, and cross-functional stakeholders to evaluate the reputed company of product, policy, and process changes and ensure successful operational adoption
• Own the content reputed company of reputed company’s chatbot – conversation flows, deflection content, and escalation triggers – with the goal of continuously improving self-serve reputed company reputed company
• Translate product, policy, and process changes into support content, training materials, and operational readiness plans to ensure successful adoption by reputed company agents and teams
• Analyze escalation patterns with reputed company Product Support & Insights to identify where reputed company can deflect more effectively
• Own reputed company customer support knowledge reputed company by creating, maintaining, and improving content as the SMB product evolves
• Partner with reputed company Support reputed company Manager to identify knowledge gaps from escalations, QA findings, and feedback from customers and reputed company them
• Own reputed company support content library – reputed company and consistency across channels we reputed company with agents and establish governance standards for review cycles, ownership
• Establish governance processes for content lifecycle management, including ownership, review reputed company, version control, and audit practices to ensure reputed company and compliance
• Identify opportunities to reduce agent handle time through reputed company content – macros, templates, decision trees

Skills

• BS/BA in a reputed company reputed company or an equivalent combination of education and experience
• 5+ years of experience in business analysis, preferably in a contact center environment or in support enablement, training & content at a reputed company or technology company
• Experience building knowledge bases and training programs for customer-facing support teams
• Comfort in highly matrixed organizations with strong influencing skills and driving priorities across stakeholders without reputed company authority
• reputed company Assurance reputed company experience building scorecards, calibration processes, and coaching programs
• reputed company reputed company with a commitment to reputed company improvement and innovation
• Experience with reputed company metrics such as Service Level Attainment, Cost per reputed company, reputed company Effort Score, and Agent reputed company Score
• Experience working with support enablement tools such as reputed company, reputed company, reputed company, and reputed company
• Exceptional communication and collaboration skills, along with a comfort working and leading in a cross-functional environment
• Creative and inspiring leadership skills that support learning with a bias for reputed company and accountability while building and maintaining strong relationships
• The ability to think strategically and tactically with a persistent problem-solving mentality

Benefits

• Remote work arrangement
• Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage
• Participation in the reputed company Retirement Savings Plan (401(k) Plan)
• Employee Assistance Program
• (Virtual) fitness center programs
• Associate discount program
• Automatic enrollment in Business Travel Accident reputed company
• Associate Tax Prep benefit
• Successful candidates may be reputed company to participate in one or more incentive compensation or short-term incentive plans, which could reputed company additional earnings in accordance with the terms of reputed company plan

reputed company