Business Analyst II-Business Operatoins

Company: HCLTech
Location: New York
Posted on: February 15, 2025

Job Description:

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 218,000 people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. (www.hcltech.com )

All potential applicants are encouraged to scroll through and read the complete job description before applying.



The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you'll thrive in, then you're in the right place.



We are looking for a highly talented and self- motivated Business Analyst II to join us on our journey in advancing the technological world through innovation and creativity.



Job Title: Business Analyst II

Position Type: Full-time

Location: NY, NY - Will consider Remote workers


We are looking for an exceptional Quality Analyst to join our Small Business Group team .
The mission of our team is to ensure we deliver holistic and impactful customer
experience, ensuring small businesses globally maximize their growth potential when
engaging with our programs. You should be someone who is passionate about delivering
superior customer experience, a person who thinks and acts globally but understands
the importance of market nuance and a desire to serve our small businesses. The ideal
candidate will be as comfortable working with data and logic as well as having a client
centric lens providing the business with focused insights on our client experience and
journey. You will require a high level of empathy for small business owners,
understanding of sales structure and a keen eye for identifying process and workflow
improvement opportunities. Success in this position requires strong critical-thinking and
problem-solving skills; attention to detail; the ability to thrive in a dynamic and changing
environment; and a passion for helping others achieve results. You will be able to
demonstrate high levels of enthusiasm, motivation and dedication and an ability to
manage communication and relations with multiple stakeholders both internal and
external, including teams from Sales, Quality Assurance, Training and our outsourcing
partners. This position will be based in the United States and will be supporting
initiatives across the Americas, APAC and EMEA.

Responsibilities
Understand data and deliver holistic insights utilising operational data such as: AHT;
pitch-rates and action-rates (revenue); Understand how to map these signals to Voice of
the Customer data and Quality Assurance data to identify, through root-cause analysis,
the agent behavioural levers driving operational performance across multiple programs,
regions markets and verticals. Leverage and unify multiple customer listening posts
(surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable
and sensitive customer feedback signal. Develop and assess customer experience
through direct contact interactions and trend analysis, ensuring strong reporting
capability on contact centre agent performance, understanding and communicating the
narrative to internal and external stakeholders through a robust set of metrics, data
visualization and presentation. Coordinate with outsourced vendor partners (as
required) to share insights, identify focus areas, and agree on actions. Create specific
recommendations and action plans to drive product, people and process improvement
strategy across multiple customer touchpoints and work with cross-functional partners
to identify and implement optimal solutions.

Minimum Requirements 2+ years of relevant experience in business operations, sales
excellence, process redesign, a consulting role, quality assurance or customer
experience. Experience with SQL, tableau, data analysis & visualization tools. Strong
operational background and project management skills with experience running
strategic projects with cross-functional teams. Fluency in English, both oral and written
Excellent business acumen, passion for solving problems, and strong analytical skills.
Preferred Qualifications: Self-motivated, entrepreneurial, and dealing with ambiguity. A
love for change and an ability to ruthless prioritize in a fast-paced environment Strong
desire to collaborate, share, drive best practices cross-functionally and globally.
Innovative and creative in finding solutions/ designing improved methods, systems and
processes. Attention to detail and ability to deep dive, identify root causes of variances;
further execute solutions once identified.

Must Have Skills:
1. Strong Analytical Skills: Ability to analyze data and solve problems
2. Project Management Skills: Experience running strategic projects with
cross-functional teams
3. Data Analysis & Visualization Skills: Proficiency in tools such as SQL, Tableau,
and data analysis & visualization software
4. Business Acumen: Strong understanding of business operations and ability to
make informed decisions





HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year

How You'll Grow



At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.

Keywords: HCLTech, New York , Business Analyst II-Business Operatoins, Professions , New York, New York