Business Methods Analyst Voice AI Operations

Element Fleet Management • Mississauga, ON

1d • CA$76,300 - CA$104,900 • Onsite

About The Position

Get started on an exciting career at Element! Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team. About the Role We’re looking for a Business Methods Analyst, Voice AI Operations to join our Operations team. In this role, you will lead business process analysis, operational improvement, governance, quality assurance, reporting, and cross-functional coordination supporting the organization’s voice AI operating model. You will partner with business, operations, product, technical, and customer-facing teams to establish repeatable workflows, validate operational readiness, and provide data-driven recommendations. This role is responsible for ensuring voice AI solutions are reliable, auditable, compliant, measurable, and aligned to business requirements.

Requirements

• Bachelor's degree or college diploma in Business Administration, Commerce, Finance, Economics, Information Systems, Operations Management, or a related discipline is required; equivalent combination of education, training, and experience may be considered.
• Typically requires 4–5 years of experience in business analysis, process improvement, operations, governance, quality assurance, reporting, or a related field.
• Proficiency in Microsoft Office applications, reporting tools, dashboards, process documentation tools, and issue-tracking routines.
• Strong verbal and written communication skills, with the ability to clearly present findings, facilitate stakeholder discussions, influence decisions, and prepare professional reports and documentation.
• Strong requirements-gathering, process mapping, SOP development, documentation, reporting, issue-tracking, change-control, and governance skills.
• Ability to independently analyze and provide advice on business methods, operating models, managerial processes, systems, procedures, controls, and service delivery workflows.

Nice To Haves

• Experience leading cross-functional process analysis, operational improvement, documentation, quality validation, reporting, or change-control activities.
• Familiarity with business process redesign, operational systems, contact center workflows, governance routines, and technology-enabled process improvement.
• Working knowledge of, or ability to quickly learn, enterprise systems such as Xcelerate and Salesforce.
• Exposure to Agentic AI, intelligent automation tools, or AI-enabled workflow improvement.
• Ability to partner with and influence cross-functional technical and non-technical teams while maintaining accuracy, version control, prioritization, and documentation across multiple workstreams.
• Highly organized, analytical, self-motivated, detail-oriented, and comfortable operating in changing environments with a focus on governance, repeatability, and measurable outcomes.

Responsibilities

• Lead analysis of business processes, operational workflows, and customer interaction activities to identify opportunities for efficiency improvement, automation, quality improvement, and process optimization.
• Gather, analyze, and document business requirements from stakeholders and translate them into actionable process enhancement recommendations and implementation considerations.
• Evaluate and recommend improvements to business methods, systems, procedures, and workflows through the adoption of Agentic AI and other digital solutions.
• Lead cross-functional coordination for assigned voice AI use cases, ensuring business requirements, process impacts, testing needs, operational readiness, and change-control activities are aligned across teams.
• Own and maintain the internal operating process for voice AI use cases, including intake, setup coordination, prompt and script management, QA validation, issue tracking, reporting, knowledge management, and release readiness.
• Create and maintain process maps, SOPs, QA checklists, test cases, validation documentation, operational readiness records, and governance materials.
• Lead structured testing and validation of voice AI interactions and document defects, process gaps, and improvement opportunities while tracking resolution and validating fixes.
• Design, monitor, and maintain KPIs, dashboards, and reporting frameworks to measure operational effectiveness, voice AI performance, and service delivery outcomes.
• Provide recommendations to management that improve productivity, service quality, compliance, cost efficiency, and operational performance.
• Lead coordination of contracted staff, testers, vendor resources, or project support resources assigned to documentation, testing, reporting, data quality, or process improvement activities, as required.

Benefits

• Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness (for qualified roles)
• Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays) (for qualified roles)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level