Operations Business Analyst

The Business Analyst supports the Customer Care Exchange team as a hands-on analyst and Subject Matter Expert (SME). The role sits between Operations, Product, Automation and the Customer Care leaders. It supports IPA and GFax processes, finds and fixes process gaps, builds team knowledge through training and PKTs (Process Knowledge Tests), and uses AI and low code tools such as Claude, Slack AI, Agentforce and Microsoft Power Apps to automate workflows where it makes sense. The role also gives regular SME help to CSAs and other BAs and takes an active part in day to day customer escalations. The individual works across Product, Customer Care, Automation, Technology and GHX India

Responsibilities

IPA and GFax Support & Team Upskilling:

• Provide day-to-day support on IPA and GFax cases, issues and questions raised by Customer Care teams.
• Work with product teams to understand releases, changes and fixes, and upskill self first and then the wider team

Process Gap Identification & Improvement:

• Review how work is handled to find process gaps, repeat issues and avoidable effort, and map current state and future state processes.
• Run root cause analysis (5 Whys, Fishbone, Pareto), define corrective and preventive actions, and track whether they worked.
• Give leaders clear training and enhancement inputs covering the gap, the impact and a suggested fix.
• Check processes against compliance and data privacy requirements.

Cross-Functional Collaboration & Customer Resolution:

• Work closely with product teams, other departments and CX functions to support customers and reach resolutions, acting as the link between Customer Care, Product, Automation and Technology.
• Raise enhancement requests and customer issue trends with Product or IT, and follow up until closed.
• Keep Customer Care teams updated on known issues, workarounds and status.

AI & Workflow Automation:

• Use Claude, Slack AI, Agentforce and Microsoft Power Apps to find manual or repetitive work and automate workflows as and when needed.

• Own the process side of tool changes, such as Salesforce macros, templates and automation rules, and evaluate tools to recommend the best option.
• Check that each automation saves time or improves quality, and improve it based on use.

Automation Team Collaboration & Change Delivery:

• Work with the Automation team and give inputs on relevant automation projects, including use cases, requirements, exceptions and acceptance criteria, in a BRD or FRD where needed.
• Plan and run UAT, and assess the risks, dependencies and business impact of changes.
• Create plans, timelines and milestones, run rollout communication, give regular status updates and track results after go live.

QA Audits, Process Audits & PKTs:

• Work closely with the current BA team on QA audits and process audits, review audit rubrics and calibrate with team leaders and supervisors.
• Create and implement PKTs (Process Knowledge Tests) to check how well the team understands key processes.
• Use audit and PKT results to find training needs, and track coaching actions to closure.

SME Support & Training:

• Provide active and regular SME assistance to CSAs and other Business Analysts on process, product and case questions.
• Run onboarding and refresher training for new joiners and existing teams.
• Maintain SOPs, process flows, and knowledge base articles so guidance stays current.

Data, Reporting & Stakeholder Communication:

• Build and maintain KPI and quality dashboards in Power BI or Excel, set KPI baselines and targets, and track trends month to month.
• Analyze cost per case, productivity, capacity and customer feedback (CSAT) trends to support business cases and decisions.
• Prepare leadership updates and executive presentations with clear recommendations, and run workshops and requirement sessions with stakeholders.

Customer Escalations:

• Handle customer escalations day to day, from first review to resolution, working with the right internal teams and keeping the customer and stakeholders updated.
• Record the cause and learning from each escalation so it can be prevented in future.

Technical & Analytical Skills:

• Hands on experience with Salesforce, including case management, reports and Knowledge.
• Working knowledge of IPA and RPA solutions and the support processes around them, including GFax.
• Practical use of AI tools (Claude, Slack AI, Agentforce) and Microsoft Power Apps and Power Automate to automate workflows.
• Proficiency in Excel, SQL or Power BI to extract, analyze and report on data.

Core Business Analyst Competencies:

• Proven experience as a business analyst or in a similar analytical role.
• Process mapping, gap analysis and root cause analysis, with clear documentation such as BRDs, process flows and SOPs.
• Experience with QA audits, process audits and PKTs, and with UAT and change rollout.
• Strong problem solving and stakeholder management, with the ability to adapt to changing priorities.

Communication, Training & Escalation Skills:

• Strong verbal and written communication, able to present findings and recommendations to teams and leaders.
• Ability to coach CSAs and peers, and to handle customer escalations calmly with a focus on resolution.

Core Behaviors:

• Organized and detail-focused, proactive and self-motivated, with a drive to keep learning new tools, adapting and aligned on business goals and company vision.
• Collaborative, able to build good working relationships with Product, Automation, Technology and CX teams.

Required Experience:

• B.S. degree in Computer Science, MIS, Engineering, or a related discipline, or a combination of education and related work experience.
• 2+ years of work experience as a Business Analyst or Operations Business Analyst, preferably in customer care or support operations.
• Experience supporting RPA or IPA solutions and automation projects, and using AI tools to improve workflows.
• Experience with QA audits, process audits and PKTs, handling customer escalations and acting as an SME for support teams.
• Experience in Healthcare, Supply Chain, Procurement or Customer Support is preferred.