Company Description

You are joining Sutherland Global Services, a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, Sutherland spans 60 location across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel. 

Job Description

The Business Analyst in the BPO industry is responsible for analyzing and optimizing business processes to enhance operational efficiency, improve service delivery, and achieve client and company goals. Should be adaptable, detail-oriented, and capable of working in a fast-paced environment. They collaborate with various stakeholders, including clients, project managers, team managers, and process owners, to gather and analyze data, identify areas for improvement, and implement solutions.

Key Responsibilities:

Analyze existing business processes, workflows, and operations within the Program.Identify process bottlenecks, inefficiencies, and areas for improvement.Work closely with process owners to understand their requirements and pain points.Collect, organize, and analyze data related to process performance, quality, and key performance indicators (KPIs).Generate reports and insights from data analysis to drive decision-making.Collaborate with clients and internal stakeholders to gather and document business requirements.Translate business needs into clear and actionable requirements for process improvement.Propose and design process improvements and optimizations to meet client and company objectives.Develop detailed process documentation, including flowcharts and Standard Operating Procedures (SOPs).Manage and oversee the implementation of process improvements and changes.Monitor project timelines and ensure that milestones are met.

QualificationsBachelor's degree in any related field.Advance excel skills (macros, automation etc).Proficient in Tableau and six sigma methodology.Proven experience as a Business Analyst in a BPO or related industry.Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.Proficiency in data analysis tools and software.Project management skills and experience.Knowledge of BPO processes and outsourcing industry trends

Additional Information

All your information will be kept confidential according to EEO guidelines.