Business Analyst Callcentre

We are seeking a skilled and driven Business Analyst to join our team for a highimpact call center optimization project. The successful candidate will play a crucial role in helping us achieve several strategic goals aimed at enhancing our voice channel capabilities and overall customer communication.

Key Strategic Goals

• Ensure Continuity & Quality: Maintain uninterrupted highquality service for our businesscritical voice channel ensuring maximum uptime.
• Implement Advanced Voice Capabilities: Introduce stateoftheart voice channel functionalities to facilitate efficient communication with customers and distributors.
• FutureProof Architecture: Develop a robust architecture that enhances integration with other applications supports contextaware clicktodial call flows and prepares for advanced technologies like VoiceBots and smart agent assistance.
• Empower Contact Center Management: Increase flexibility in daily operations by equipping supervisors and managers with enhanced selfservice options.
• Streamline Communication Channels: Enable business analysts product owners and citizen developers to easily manage and configure call flows/IVRs using lowcode/nocode solutions ensuring consistency across all communication touchpoints.
• Minimize Impact on Staff: Reduce the impact of this and future changes on contact center agents supervisors and managers by creating an abstraction layer for the voice channel agent interface reporting and skill management.

Objectives

• Develop and execute User Acceptance Testing (UAT) scripts for call center flows using the automated tool Cyara Velocity.
• Analyze test results and report findings to stakeholders escalating any defects to the IT team.
• Provide regular updates on your progress to key stakeholders.
• Mandatory Requirements
• Proficiency in English.
• Strong background in Business Analytics resultdriven mindset collaborative openminded and excellent communication skills.

Preferred Qualifications

• Proficiency in Dutch and/or French.
• Expertise in call center flow design and test script development.
• Experience with Cyara Velocity or similar test automation tools.
• Familiarity with Genesys Cloud CX or similar call center platforms.
• Background in the financial industry.
• If you are a proactive and analytical professional with the necessary skills and experience we would love to hear from you. Please submit your proposal with qualified candidates for this position.

Location

Brussel Belgium Hybride