Business Analyst

• Lead business process reengineering initiatives to simplify, automate, and optimize call center operational and analytic processes.
• Conduct process mapping, gap analysis, and value stream analysis to identify AI/automation opportunities.
• Collaborate with cross-functional teams (IT, Business Units, Training & QA, etc.) to define requirements, manage change, and ensure alignment with business goals.
• Support the definition and delivery of AI/automation use cases.
• Act as a Business Analyst for transformation initiatives, including scoping, planning, execution, testing and delivery.
• Provide data-driven insights and recommendations to stakeholders based on process performance and AI integration outcomes.
• Participate in vendor selection, solution design, and implementation of AI/automation tools.
• Support change management and training during transformation.
• Document and communicate transformation outcomes and KPIs to leadership.
• Apply AI tools and prompt engineering to enhance analysis, reporting, and decision-making.
• Leverage low/no-code AI tools to build and deploy AI-driven solutions for finance and other functional units.

Business Process Analyst

Business Analyst