Senior Analyst(Del Ops (Non-Voice))

About the role

The Senior Analyst (Non-Technical) plays a critical role in driving operational excellence, process improvement, and data-driven decision-making within business process outsourcing operations. Unlike technical analysts who focus on coding or system architecture, this role focuses on analyzing operational metrics, customer satisfaction (CSAT), service level agreements (SLAs), and workflow efficiency.

What you'll do

• Operational Performance Analysis: Monitor, analyze, and report on key performance indicators (KPIs) such as average handling time (AHT), quality scores, SLA compliance
• Process Improvement: Identify bottlenecks, inefficiencies, and variances in daily workflows. Recommend and help implement process improvements (using frameworks like…
• Stakeholder Management & Reporting: Create structured weekly and monthly business review (WBR/MBR) presentations for internal leadership and external clients
• Present complex data insights in a clear, non-technical manner

What you need

• 3–5 yrs of experience
• Root cause analysis
• SOP writing
• Communication
• Six Sigma
• Lean
• B.Com or BBA