Description

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Job

The Business Analyst at IntouchCX plays a critical role in transforming operational and client data into actionable insights that drive decision-making across Operations, Quality, Training, and Client-facing teams.

This role is highly analytical and insight-driven, with a strong emphasis on data exploration, metric design, trend analysis, and storytelling through data. The Business Analyst partners closely with Operations leaders and internal stakeholders to understand business questions, analyze complex datasets, and clearly explain what is happening, why it is happening, and what actions should be taken.

Unlike traditional project-focused BA roles, this position is not centered on project coordination or heavy documentation, but rather on hands-on data analysis, insight generation, and analytical support to the business.

As a Business Analyst, You Will...

• Analyze large and complex operational, quality, and performance datasets to identify trends, risks, and opportunities.
• Design, calculate, and maintain key performance metrics aligned with business and client objectives.
• Use data to explain the root causes behind operational issues and performance changes.
• Support ad-hoc and recurring analytical requests from Operations, Quality, Training, and Client teams to uncover patterns, anomalies, and drivers of performance.
• Partner with stakeholders to translate business questions into analytical approaches
• Design and develop dashboards and reports using BI tools (Looker Studio).
• Ensure reports are intuitive, accurate, and focused on driving decisions rather than just displaying data.
• Continuously improve existing dashboards by refining metrics, visual design, and clarity.
• Support the operationalization of insights by tailoring outputs to different audiences.
• Act as a thought partner to Operations by proactively identifying insight opportunities within available data.
• Provide clear, concise explanations of analytical findings to non-technical stakeholders.
• Support business reviews, performance deep dives, and client-specific analyses.
• Collaborate with other teams to align data definitions and analytical approaches.
• Clean, transform, and validate raw data from multiple sources to ensure analytical accuracy.
• Identify opportunities to combine and "slice & dice" multiple data sources for deeper insights.
• Work with incomplete or imperfect data, applying sound analytical judgment and clear assumptions.

As a Business Analyst, You Need...

• Bachelor's degree (or higher) in Mathematics, Statistics, Engineering, Finance, Business Analytics, Data Science, or a related quantitative field.
• 3+ years of experience in a Business Analyst, Data Analyst, or Business Intelligence role.
• Experience working with operational or performance data in fast-paced environments is strongly preferred.
• Strong experience in data analysis, including data cleaning, transformation, and interpretation.
• Solid understanding of statistical concepts and their practical application in business analysis.
• Proficiency in SQL; experience with BigQuery is highly preferred.
• Hands-on experience with BI tools such as Looker Studio
• Experience using Python for data analysis and data visualization.
• Strong written and verbal communication skills in English.
• Ability to translate complex analyses into clear, business-oriented narratives.
• Comfortable presenting insights through charts, dashboards, and executive-ready summaries.
• Strong visual sense for creating clear and compelling analytical outputs.