Sr. Analyst, Client Assurance

About the role

The role applies structured problem solving and critical thinking to dig into project health data, identify discrepancies across EWA, CSAT surveys, and project health flags, and translate ambiguous delivery issues into clear problem statements, root-cause analysis, and scalable process improvements.

What you'll do

• Own EWA updates and ongoing EWA management, including validating data, tracking status
• Produce recurring and ad hoc reporting that highlights trends, risks, exceptions, and follow-up actions across client assurance measures
• Lead survey follow-up activities, including maintaining and escalating the survey follow-up / elevating report to drive accountability and closure
• Drive CSAT follow-up activities by reviewing results, identifying themes, coordinating with stakeholders, and tracking actions through resolution
• Support newsletter development for Quality and PMO by helping curate relevant metrics, themes, updates, and insights

What you need

• 5–8 yrs of experience
• Reporting
• Excel
• CRM
• ERP
• Compliance
• SOP writing
• BBA

Good to have

• Reconciliation
• SQL
• Learning and development
• Root cause analysis