Business Analyst, Speech Analytics
About The Position
We are seeking a skilled Business Analyst to join our dynamic team. The Business Analyst plays a key role in helping Service & Experience understand and improve the member and provider experience through data-driven insights. This position is responsible for analyzing call, chat, and other operational data to identify trends, uncover root causes, and translate customer feedback into actionable recommendations. By leveraging speech and text analytics, reporting, and business intelligence tools, the Business Analyst helps leaders better understand what drives contact volume, repeat contacts, customer satisfaction, operational performance, and overall service experience. Working closely with Operations, Quality, Training, Workforce Planning, and other business partners, this role transforms large volumes of customer interaction and operational data into meaningful insights that support decision-making and continuous improvement. The Business Analyst develops reports and dashboards, conducts detailed analyses, documents business requirements, and collaborates with stakeholders to identify opportunities for process, training, technology, and experience enhancements. This position serves as a critical link between operational data and business action, helping ensure customer insights drive measurable improvements across Service & Experience and support key business and membership goals.
Requirements
- Bachelor’s degree in business administration, Finance, Computer Science, or related field.
- 1-3 years of professional experience
- Proven experience as a Business Analyst or similar role.
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
- Excellent communication and interpersonal skills to effectively collaborate with stakeholders at all levels.
- Ability to prioritize and manage multiple tasks simultaneously.
- Experience with business analysis tools and methodologies.
- Familiarity with project management principles and practices.
- Proficiency in Microsoft Office Suite, especially Excel and PowerPoint.
Nice To Haves
- 1-3 years of professional experience in business development
- Certification in Business Analysis (e.g., CBAP) is a plus.
Responsibilities
- Conduct detailed analyses of business processes and requirements.
- Translate business requirements into actionable specifications for technical teams.
- Develop and implement strategies to achieve business goals.
- Collaborate with stakeholders to understand their needs and gather requirements.
- Evaluate current business processes and systems to propose improvements.
- Perform data analysis to support decision-making processes.
- Create clear and concise documentation including business requirements, functional specifications, and test plans.
- Assist in project management activities such as planning, scheduling, and coordination.
- Conduct user acceptance testing and provide post-implementation support.
- Stay updated with industry trends and best practices in business analysis.
- Other duties as assigned
Benefits
- Medical, dental and vision coverage
- Retirement plans
- Paid time off
- Employer-paid life and disability insurance with additional buy-up coverage options
- Tuition program
- Well-being benefits
- Full suite of benefits to support career development, individual & family health, and financial health
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
