Business Analyst, Intermediate - Contact Centre

at  Equitable CA

At Equitable, we realize that your work life is not just about performing a job; it’s about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and client-responsive staff. Join Equitable today.
Position Title: Business Analyst, Intermediate - Contact Centre
Reports To: Manager, EQ Contact Centre
Department: Individual Operations Management
Term: Permanent Full-Time
Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.
The Opportunity: Equitable is growing! We are looking to add a Business Analyst, Intermediate to our Individual Contact Centre.
The Business Analyst, Intermediate will be identifying business needs and solving problems to help the business meet its goals and objectives. This can be accomplished by researching, assessing, and documenting business needs. The Intermediate Business Analyst will understand how work is currently being conducted, and through analysis, determine solutions to the issues. The solution could include training, a process change, modifications to business rules, modifications to or implementation of new technology or a combination of the four. The quality of the Intermediate Business Analyst’s assessment contributes to the on time, on budget success of a project by accurately capturing the requirements and scope.
Now is an exciting time to join one of the Waterloo Region’s Top Employers for 2024!

• Assesses, researches, analyzes and documents sponsor/stakeholder needs
• Recommends business solutions that satisfy sponsor/stakeholder needs with focus on process improvement opportunities
• Analysis on call drivers into the Contact Centre including recommendations on how to mitigate or eliminate calls
• Process mapping and revising documentation for processes within the CC and between CC and admin areas or other areas outside the CC. This includes negotiating better TAT’s if applicable
• Attend project/initiative meetings, either IT or Operational focused, on behalf of the CC to identify any impacts to the CC.
• Work with the Individual Project and Training team to ensure proper documentation and tools are provided to the CSR’s
• Manage CC operational initiatives as needed
• Subject matter expert on the Individual CC
• Assess training needs for all projects and initiatives along with Training team
• Provide back up to the Specialist team as needed
• Recommends business solutions with a focus on process improvement
• Act as sole BA on medium to large projects
• Consults and coordinates with stakeholders to design and map business processes and procedures
• Leads Business Requirement sessions and identifies, tracks and escalates issues for resolution
• Prepares and consolidates requirements documentation
• Creates or assists others in the writing of user documentation, instructions and procedures
• Identify and escalate project risks and issues
• Works in partnership with Quality Assurance Analysts to ensure test strategy mitigates business risk
• Seeks to identify and support resolution of system related production problems quickly, to diminish the impact on productivity and service standards
• Assess the magnitude and implications of each problem to determine the best approach to resolution.