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Business Analyst

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The Business Analyst in Call Center is responsible for reporting and analysis for Call Center Management




Job Requirements:


  • Collaborate with Business Stakeholders to translate the business needs into the requirements, and act on those requirements to suit the needs of the Stakeholders
  • Experience with business intelligence tools
  • Ability to serve as a liaison between the Business Stakeholders and the IT Stakeholders to assist with technical solutions definition
  • Experience completing and validating Ad Hoc reporting in a high-pressure environment
  • Develop, document, and produce reporting for the Call Center
  • Attention to detail when analyzing and interpreting business process and functions
  • Ability to manage multiple projects, identify risks/issues, manage stakeholder expectations and share project status updates with Management
  • Efficient with Microsoft Office Suite
  • Flexible and organized to work efficiently in a high-pressure environment with changing priorities
  • Excellent verbal, presentation and written communication skills
  • Able to work both independently and as part of a team
  • Able to follow standard processes, templates and procedures
  • Willingness to learn new systems, software and skills
  • Build positive relationships with Business and Stakeholders at all levels
  • Ability to complete assignments with little guidance
  • Provide guidance and assistances to less experience analysts


Nice to have:

  • SQL or SAS proficiency
  • Mortgage industry knowledge
  • Familiarity with Boolean based Business Intelligence tools
  • IBI Webfocus
  • Qlikview
  • Tableau


Education and/or Experience:


  • Bachelor's degree (B.A.) from four-year College or University
  • 2-4 years of related experience and/or training; or equivalent combination of education and experience
  • Eligible to work without visa sponsorship