Business Analyst (Contact Center)

Job Description

We enable financial institutions to become digital leaders.As a professional team of global scale, we work with best clients for great and exciting projects, in an environment where we learn amazing things every day. Each code, each voice, each contribution, each challenge, each success is celebrated here.We welcome candidates who share our values, have the skills and areÿpassionate to enjoy our journey to build the digital future of finance, together.About the job:We are looking for Business Analyst with 5+ years of experience in Contact Center Operations and Processes to join our rapidly growing team across regions. We are looking for someone with deep knowledge of Contact Center implementations and experienced in requirements elicitation & representation of complex Contact Center projects.If you enjoy working with large multi-national teams and in leading conversations with Clients on retail banking front (focused on Contact Center) then you will definitely enjoy in taking up this challenge us.What you will be doing:

• Conduct and lead requirements gathering sessions using a wide variety of analysis methodologies
• Identify gaps amongst existing product and client requirements and suggest possible solutions
• Analyze all business requirements and provide detailed specifications
• Assist project managers and development team during the project life cycle, especially reviewing & executing test cases, training business users, and leading UAT.

What we are looking for:?

• 5+ years of relevant working experience
• Minimum Bachelors Degree is required in related discipline
• Deep know-how of Contact Center concepts and processes & operations (including financial and non financial transactions like funds transfer, balance inquiry, service request or complaint registration, new product enrolment, etc)
• Implemented multiple large scale Contact Center projects in the last 5+ years and hands-on experience in managing complex business requirements
• Through understanding of banking processes, operations, SLAs, and features offered and operated via Contact Centres
• Good understanding of best practices currently followed in Contact Centers within a Banking environment
• Thorough understanding of Contact Center?s KPIs like Average Time to Answers, Average Abandonment Rate, Average Call Duration, First Call Resolution, etc
• Hands-on experience in identifying root causes and enhancing Contact Center?s productivity
• Experience in Core Banking Systems, Operations, Functionalities, Day end & Data sync processes, API, and other Integrations.
• Ability to define and explain end-to-end processes via User Journeys
• Ability to convert concepts into visual diagrams and processes using different tools like MS Visio, Balsamiq, Adobe XD
• Knowledge of project lifecycle and different methodologies like waterfall or agile
• Not to mention excellent communication skills, a positive mindset, and a can-do attitude
• Islamic Banking knowledge is a plus
• Hands-on Experience in Internet and Mobile Banking Applications is a plus
• Multilingual preferred (Arabic and English)
• Who lives in Egypt, Jordan or Lebanon

What we are offering:

• Remote Freedom, Your Way:ÿAt VeriPark we believe in the power of talent, no matter where it resides. Design your ideal workspace and achieve the perfect work-life balance.
• Performance-Linked Bonus:ÿYour hard work doesnt go unnoticed! Enjoy a performance-linked bonus as a testament to your dedication!
• Rewards Beyond the Job:ÿEnjoy a comprehensive benefits package, including Remote Work Support, Health Insurance, Care Program, and Online Psychological Support. We care you!
• Birthday Leave, Because You Matter:ÿWe value your special moments! Take the day off on your birthday and treat yourself.
• Global Impact, Cutting-Edge Tech:ÿImmerse yourself in global projects with top-tier clients and stay ahead with cutting-edge technologies. Your skills will shape the future of our industry.
• Unleash Your Potential:ÿDevelop yourself with VeriPark Academy opportunities;, webinars, and in-house training sessions.
• Diverse, Vibrant Community:ÿBe part of a dynamic environment that values diversity and inclusivity.
• Together Culture:ÿEven in a remote world, we cultivate connections through engaging face-to-face gatherings as well as online fun events. Special information sharing environment where you can update & align yourself.

Apply now and lets shape the future together!About VeriPark:VeriPark is a global technology powerhouse with more than two decades of experience in the financial services industry. Our mission is to enable financial institutions to become digital leaders by delivering world class customer journeys.With offices in 15 countries from Canada over Europe and the Middle East to Kuala Lumpur, our 900+ colleagues are serving customers in more than 30 countries worldwide.As a global player, we offer more than just a workplace; we provide a transformative environment that transcends boundaries. Joining VeriPark means becoming part of a diverse family where talent is nurtured, diversity is celebrated, and our culture empowers each individual to reach their full potential.Be a part of our global family, where opportunities are as vast as our global footprint.

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