Business Applications Analyst

• NiCE CXone QMA
• Salesforce
• Power BI (PBI)
• Dojo Learning Platform
• SharePoint (QM/WFM)
• Support Logic
• Microsoft Tools (Excel, PowerPoint, Word)

• Facilitate QM onboarding sessions for new Leaders and Engineers (ATSE, TSE, DSE), explaining the purpose, process, and value of Quality Management within the organization.
• Prepare and maintain QM training decks covering standards, updates, targets, and expectations.
• Conduct structured QM discussion sessions with engineers as directed by Senior Leadership.
• Reinforce QM objectives through Knowledge Base (KB) articles and learning materials.
• Highlight strengths and improvement areas while ensuring clarity of QM standards.
• Document discussion outcomes, follow-up actions, and learning gaps.

• Perform end-to-end quality evaluations of closed cases (calls, chats, emails).
• Review all interactions from case creation through closure.
• Apply Quality Monitoring and Evaluation parameter using standardized QA scorecards.
• Identify critical errors, compliance risks, and coaching opportunities.
• Provide clear, constructive, and actionable feedback.
• Document evaluation results in NiCE CXone QMA.

• Collaborate with Technical Support Managers and Senior Leaders to conduct calibration sessions.
• Independently score cases and analyze scoring variances.
• Align interpretation of QM standards.
• Facilitate appeal discussions to address disputes with transparency and fairness.
• Present evaluation rationale, incorporate stakeholder perspectives, and ensure objective resolution.
• Update QA guidelines and document calibration outcomes as needed.

• Analyze quality evaluation data, calibration results, CSAT feedback, and performance trends.
• Identify recurring error patterns, process gaps, and behavioral trends.
• Develop executive-level summary reports and PowerPoint presentations for leadership.
• Support root cause analysis for quality-related escalations.
• Recommend targeted coaching, training, and process improvements.
• Partner with Operations and Training teams to improve overall performance.

• Conduct QM refresher sessions (1:1 or team-based) to reinforce targets and expectations.
• Facilitate coaching discussions addressing identified QM and Perception Management gaps.
• Provide recommendations and clarify expectations with engineers and managers.
• Send Coaching Trigger Alert (CTA) summary emails to TS Managers, outlining:

• Identify and document exceptional performance through QM Commendations.
• Create and distribute QM Commendation e-certificates.
• Facilitate monthly Quality Management Performance Reviews (QMPR) with TS Managers
• Send post-review summaries to Managers, Senior Leaders, and QM stakeholders.

• Deliver concise updates to Leadership Teams.
• Support timely decision-making through actionable insights.

• Analyze CSAT survey results and BI reports to identify trends and satisfaction drivers.
• Correlate CSAT outcomes with QM results and case-handling practices.
• Identify root causes of low satisfaction scores.
• Collaborate with CSAT Champions to reinforce high-performing behaviors.
• Recommend coaching, process changes, or training to improve customer experience.
• Align CSAT initiatives with QM and Operations strategies.

• Collaborate with senior Technical Support Engineers to identify high-impact KB topics.
• Coordinate technical reviews to ensure accuracy and compliance with KCS standards.
• Format and publish content according to organizational KB guidelines.
• Drive knowledge sharing to reduce resolution time and improve consistency.

• Partner with Education professionals to develop targeted Dojo learning modules.
• Design QM focused-parameter PowerPoint materials.
• Align learning objectives with QM standards and business targets.
• Create scenario-based training, roleplays, and knowledge checks.
• Support effective delivery and engagement during Dojo sessions.
• Publish completed Dojo courses for organization-wide completion.

• Serve as a panel member for Technical Support Engineer Board Certifications.
• Assess technical competency, product knowledge, process adherence, and communication skills.
• Provide detailed scores, highlights, lowlights, and structured feedback.
• Participate in post-assessment discussions to support engineer development.

Requisition ID: 9617
Reporting To: Manager, Professional Services
Role Type: Individual Contributor