Business Analyst II Job in Toronto/Gta, Ontario Canada

Telus

About the Job

Support Root Cause Analytical tools for deep dive analysis on Client Experience including : 1.Setting up and maintaining back-end support for data-aggregation 2.Developing a sustainable process and governance to enable on-going Root Cause Analysis
Provide intermediate-level methodology guidance and direction to the team and key stakeholders, using developed root cause analysis tools to reduce credits
Support on-going Client Experience efficiency programs through benchmarking of implemented initiatives
Promote the end to end process management and governance for the root cause analysis strategy across all business units
Ongoing identification of credit reduction opportunities
Maintain a strong understanding of TELUS applications, product and services, organizational delivery capabilities, and TELUS end-to-end processes
Creates and maintains an environment that is engaging, motivating and encourages input from all team members
Builds effective working relationships with internal/ external partners

Minimum 3 years in operational and/or technical environment
Candidates with knowledge of Operational Readiness (Call Centre, Marketing, Sales, or Fields), Project Gate Process, Assure and Care, and UAT will be given preference
Knowledge of Business Analysis methodologies
Knowledge of process development and continuous improvement methodologies
Familiarity with SQL, Oracle and Microsoft Access
Strong end to end operational knowledge of service delivery and assurance or customer care processes
Telecommunications/call centre knowledge
Good understanding of TELUS call centre applications and back end billing systems

Demonstrated ability to understand and link front-end business needs with back-end systems availability.
Utilize advanced conceptual and critical thinking skills for business planning and/or problem analysis and resolution
Strong process, design, analysis and change management skills
Strong analytical, creative problem-solving and diagnostic skills
Demonstrated strategic thinking skills
Proven ability to manage people, processes, and technology
Good communication and interpersonal skills to convey conceptual information and ideas to business partners
Well-developed writing skills to articulate ideas that involve interpretation, analysis and assessment.
Knowledge of industry standard call centre performance metrics
Solid financial and quantitative skills with a proven track record for delivering high quality results
Demonstrated success managing new initiatives while meeting operating and budgetary requirements
Passion for excellence, strong work ethic and solutions-oriented
Fast learner with an entrepreneurial spirit

University degree and/or 3-5 years equivalent combination of experience and education
Six sigma certification preferred