About the Role
Join the Customer Experience PMO, a high-performing team with motivated professionals dedicated to improving the customer journey and simplifying the agent experience. As a Business Analyst II, you will work alongside our Process Improvement Consultants, Business Consultants, and fellow Business Analysts to drive strategic initiatives that deliver measurable impact. You will be the investigative engine of our team. You will conduct deep-dive audits of the customer journey—specifically following Executive Escalations and CCTS complaints—to identify exactly where our people, processes, or systems failed.
We're seeking a dynamic individual with call centre experience who thrives in cross-functional environments and excels at translating analytical insights into actionable solutions. The ideal candidate will bring strong problem solving capabilities, expertise in solution implementation and the ability to communicate effectively with diverse audiences.
What You'll Do
- Post-Incident Reviews (PIRs): Conduct end-to-end analysis of Executive Escalations. This includes reviewing customer verbatim, interaction history, and timelines to reconstruct the incident journey and identify root causes.
- CCTS Complaint Deep-Dives: Perform rigorous reviews of agent-triggered complaints to identify trends, prior contact patterns, and missed commitments that lead to regulatory escalations.
- Investigative Storytelling: Translate raw data, call recordings, and system logs into Escalation Stories that highlight specific gaps in the agent or customer experience for senior leadership.
- Stakeholder Partnership: Build and maintain a master contact list of business primes. You will not only flag opportunities but also actively follow up on pending actions to ensure resolution and transparency.
- Continuous Improvement: Partner with Regulatory contacts to update CCTS checklists and resolution requirements, ensuring our frontline teams are equipped to prevent resubmissions.
- Solution Implementation: Work alongside Process Improvement Consultants to validate the sizing of opportunities and support the implementation of fixes within OneSource, Daily Topics, and other knowledge tools.
What We're Looking For
- The Detective Mindset: Proven ability to perform deep-dive analysis, conduct call listening, and piece together complex timelines from multiple system sources (Casa, SmartDesktop, iWS).
- Product Expertise: In-depth knowledge of product support.
- Ownership & Accountability: An entrepreneurial spirit with the grit to follow up with stakeholders until a gap is closed; you don't just identify the problem, you help drive the fix.
- Communication Excellence: Ability to create compelling Google Slides presentations that distill complex investigations into clear insights and actionable recommendations for various leadership levels.
- Analytical Proficiency: Advanced skills in Google Workspace (slides, sheets, docs, etc) with a knack for identifying trends in agent-controllable behaviors.
Great-to-haves
- Regulatory Familiarity: Experience with CCTS/CRTC guidelines and complaint handling.
- Data Visualization: Knowledge of data mining and manipulation (Tableau, Looker) to track recurring issues and resolution timelines.
- Methodology: Understanding of Lean, Six Sigma, or other Process Improvement frameworks.
