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. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
About the Job
We’re looking for a Performance Analyst to assist with translating information into meaningful insights that can be used by our team; identifying and addressing business opportunities in existing operational processes, as well as help design action plans and monitor results across the operation including training, quality assurance, and reporting.
As a PA, you will help internal teams make decisions that result in more efficient processes and an improved performance. You will incorporate a service-oriented approach to establish best practices, execute sound analysis, evaluate processes, and recommend improvement opportunities.
As Performance Analyst, You Will
- Gather, validate, and analyze data, supporting the program’s process quality initiatives and ongoing activities
- Provide decision support through hypothesis-driven, fact-based problem-solving approach and analytics to functional and senior leadership
- Partner with internal teams to identify major issues and actionable opportunities, design solutions, and quantify potential bottom-line financial impact across workstreams
- Collaborate with project team stakeholders using project management practices to ensure project and business needs are met without disruption to existing functions and services
- Develop, run, and monitor new and ad-hoc reports using multiple data sources and systems
- Prepare documentation of requirements definitions, reference, and process mapping
- Assess, create, and evaluate training materials, including standard operating procedures, job aids, and manuals
- Perform project management and task work related to governance, data quality, reporting, and analysis.
- Facilitate workshops
Requirements
As Performance Analyst, You Have
- A Bachelor’s degree or equivalent in related quantitative field (e.g. Computer Science, Math, Finance, Industrial Engineering, Statistics, Data Quality Management)
- 3-5 years experience in at least two of the following areas: Analytics, Process Improvement, Project Management, Solution Development; or equivalent combination of education and experience required
- Professional certification in process management, business analysis, Lean Six Sigma and/or data quality management is considered an asset
- Ability to analyze and interpret complex data
- Highly skilled in professional documentation and presentation development
- Sound knowledge of business analytics techniques and project management practices
- Knowledge of reporting best practices
- Proficient in MS Office, especially Microsoft Excel, as well as Google Business Suite
- Ability to work independently, plan, and prioritize workload
- Effective communication and collaborative skills
- Ability to meet deadlines within a fast-paced environment with competing priorities
- Experience in facilitating workshops and training sessions with diverse groups of stakeholders
- Strong attention to detail
- Excellent organizational and time management skills
- Ability to build relationships
- Technical understanding and problem solving skills
By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.