Business Analyst – Customer Experience (BPO)

About the role

Join a collaborative, high‑visibility team that transforms the customer experience by combining Voice of the Customer (VOC) data with CCTS complaint insights. You will work across Wireless and Wireline operations to shift the organization from reactive firefighting to evidence‑based diagnostics, driving operational excellence.

Key responsibilities

• Conduct end‑to‑end investigations of CCTS complaints, verifying procedural compliance and pinpointing failure sources.
• Merge CCTS data with VOC data to create a multi‑dimensional view of customer issues and surface systemic trends.
• Package findings into clear narratives and presentations for senior leadership decision‑making.
• Provide root‑cause analysis and business case assessments to differentiate systemic problems from isolated incidents.
• Partner with operations stakeholders to enforce process compliance, documentation standards, and case‑management hygiene, including Salesforce case closures.
• Represent the team in cross‑functional meetings, asking probing questions to uncover hidden performance issues.

Required profile

• Fluent in written and spoken English.
• Deep product and process knowledge in either BCX Wireless Operations, BCX Wireline Operations, or SMB Sales.
• Strong passion for improving the customer experience and viewing complaints as diagnostic signals.
• Exceptional investigative and analytical thinking, able to connect non‑obvious data points.

Required skills

• Salesforce