Business Analyst Callcenter

Mission Overview

The client is undertaking a project with the following key goals:

• Ensure Voice Channel Reliability: Maintain high uptime and quality for our critical voice communication channel.
  
• Upgrade Communication Tools: Implement advanced voice channel features for better communication with customers and distributors.
  
• FutureProof Architecture: Develop a flexible system that integrates easily with other applications and supports new technologies like VoiceBots.
  
• Improve Contact Center Management: Provide supervisors and managers with tools for easier selfservice management of the contact center.
  
• Streamline Channel Consistency: Equip business analysts and product owners with simple tools to configure call flows and IVR ensuring uniformity across all communication channels.
  
• Minimize Disruption for Agents: Create a system that minimizes changes and impact on contact center agents and managers.
  

Mission Details

• Start Date: September
  
• Duration: 4 months with possible extension.
  

Language Requirements

• English: Fluent Mandatory
  
• Dutch: Basic understanding Preferable
  
• French: Basic understanding Preferable
  

Location

• Brussels Centre: 2 days per week onsite.
  

Requirements

Required Skills and Experience

Personal Skills:

• Business Analytics: 25 years of experience
  
• Resultdriven: 25 years of experience
  
• Team Collaboration: 25 years of experience
  
• Openmindedness: 25 years of experience
  
• Communication: 25 years of experience
  

Business Experience:

• Call Center Flow Design and Test Script Building: 02 years of experience Preferable
  

Technical Experience:

• Test Automation Tools (e.g. Cyara Velocity): 02 years of experience Preferable
  
• Call Center Tools (e.g. Genesys Cloud CX): 02 years of experience Preferable
  

Industry Experience:

• Financial Sector: 02 years of experience Preferable
  

Job Responsibilities

• Create Test Scripts: Develop User Acceptance Testing (UAT) scripts for call center flows using the Cyara Velocity tool.
  
• Test and Report: Execute test scripts and report results to stakeholders.
  
• Handle Defects: Escalate any defects to the IT team.
  
• Progress Updates: Regularly update stakeholders on the status of testing activities