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Stanza Living - Business Analyst

Stanza LivingGurgaon, India

30+ days ago

Job description

Key Responsibilities :

1. Analytics & Reporting :

Build and maintain dashboards, trackers, and KPIs across CX functions including :
Ticket volumes & SLA adherence
Escalation trends and resolution TAT
Agent performance metrics (FCR, AHT, CSAT)
NPS & behavior analytics
Drive weekly and monthly CX review reports for internal and leadership consumption.

2. Problem-Solving & Insights :

Conduct root cause analysis (RCA) for major CX issues and ticket surges across categories (R&M, Internet, Housekeeping, etc.).

Use structured frameworks to identify costly friction points and propose data-backed solutions to minimize support load and improve satisfaction.

3. Product & Process Intelligence :

Support category program managers by providing insights for SOP changes, process automation, and ticket reduction initiatives.

Collaborate with tech / product teams to design event triggers, logs, and user cohorts for CX product interventions (e.g., self-serve journeys, proactive nudges).

4. Cross-functional Collaboration :

Work closely with on-ground ops, call center teams, escalation managers, and product owners to turn analysis into actionable execution.

Maintain a CX Data Dictionary and ensure data integrity and hygiene across dashboards and internal Strong command over SQL for data querying and extraction

Hands-on experience in building dashboards and reports using Power BI (or similar visualization tools)

Ability to synthesize large data sets into meaningful insights and storytelling

Strong stakeholder management and communication skills

Attention to detail, a proactive mindset, and a bias for action

(ref : iimjobs.com)

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Analyst • Gurgaon, India