Business Analyst WFH

Overview

We are looking for a detail-oriented and analytical Business Analyst to support our call center operations for the Taiwan market . The ideal candidate will be proficient in Traditional Mandarin (speaking, reading, and writing) and skilled in transforming data into actionable insights that drive business decisions and improve operational efficiency. You will work closely with Operations, Quality, Training, and Client stakeholders to analyze data, track performance, and recommend improvements.

Key Responsibilities

• Collect, clean, and prepare operational and business data for analysis and reporting.
• Develop and maintain dashboards and reports using tools such as Power BI, Excel, and other BI platforms.
• Provide regular and ad hoc performance analysis (SLA, CSAT, AHT, Quality, Productivity, etc.) to stakeholders.
• Translate raw data into meaningful business insights and identify opportunities for process improvement.
• Conduct root cause analysis for performance deviations and support the creation of action plans.
• Work closely with team leads, managers, and cross-functional teams to provide data-driven recommendations.
• Support client reporting requirements with accurate and timely data submissions.
• Ensure high data accuracy, integrity, and compliance with company / client standards.
• Document processes, reports, and analysis for transparency and knowledge sharing.
• Flexibly work in a remote setup with occasional office attendance when required.

Qualifications

Preferred Skills

Employment details

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