Business Analyst

About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
The Business Analyst plays a crucial role in enhancing the efficiency of business operations, ensuring the successful progression of projects, and the seamless operationalization of business processes. The role includes facilitating clear communication and alignment between stakeholders through workshops and strong relationship management. By developing comprehensive guides and training materials, the Business Analyst supports both project implementation and end-user engagement, ultimately driving the organization's success.
As a Business Analyst, You Will
- Identify the analysis requirement, coordinate with teams, and finalize the specific requirement.
- Follow up on the progress of work items and communicate with project team members.
- Capture detailed minutes of meetings, while organizing and distributing relevant information to appropriate stakeholders.
- Ensure the project team adheres to the provided timelines and deliverables.
- Provide status updates on projects, indicate key milestones, and take project decisions to leadership for guidance.
- Gather, analyze, specify, validate, and document both business and functional requirements of stakeholders, along with customers or business users.
- Gather, scrub, organize, analyze, and present insights from headers or metrics data.
- Analyze, comprehend, and document current processes through participation in and/or facilitating brainstorming sessions, root cause analysis, or other discovery practices with stakeholders.
- Perform analysis of business processes, highlighting issues and challenges, then recommending solutions and improvements.
- Develop and implement test plans to ensure the successful delivery of projects.
- Communicate plans, actions, risks, and issues with key stakeholders.
- Understand quality assurance requirements, prepare, and publish internal Scorecards for Quality Assurance Analysts and Team Leads.

As a Business Analyst, You Have
- A Degree or Diploma in Business Administration, Information Systems, Engineering, Computer Science, or a related field.
- 1.5 - 3 years of experience in business analysis, project coordination, or process improvement roles.
- Experience in gathering and documenting business and functional requirements.
- Strong ability to build and maintain relationships with cross-functional teams and stakeholders.
- Knowledge of business process modeling, root cause analysis, and documentation techniques.
- Familiarity with Quality Assurance concepts, test planning, and publishing internal performance scorecards.
- Strong verbal and written communication skills, including workshop facilitation and meeting documentation.
- Proficiency in Microsoft Excel, Google Sheets, and presentation tools (e.g., PowerPoint, Google Slides).
- Excellent organizational and time management skills with a proactive approach to tracking project progress.
- Ability to manage multiple priorities and work effectively under pressure.
- High attention to detail with a focus on accuracy and clarity in analysis and reporting.
- A collaborative mindset with strong analytical, problem-solving, and decision-making skills.
- Adaptability in dynamic project environments and comfort with shifting priorities and timelines.