Business Intelligence Analyst

VXI; India; On-site; INR 600,000 - 1,200,000; Full time

Job summary

VXI is seeking a Reporting & Analytics professional to design, develop, and maintain MIS reports and real-time dashboards for our contact center operations. You will track KPIs such as CSAT, NPS, FCR and transactional metrics to monitor performance.

The ideal candidate holds a Bachelor's degree and has at least 1.5 years of related experience, with responsibilities including weekly/monthly decks and actionable insights to drive improvements across operations and QA teams.

Qualifications

• Bachelor's/College Degree in any field.
• At least 1.5 year(s) of working experience in the related field.

Responsibilities

• Design, develop, and maintain MIS reports and real-time dashboards for contact center operations.
• Track and analyze KPIs such as CSAT, NPS, FCR, and other performance metrics.
• Generate WBR, MBR and QBR decks as required by process owners.
• Identify performance gaps and trends in customer interactions and agent productivity.
• Provide actionable insights to improve customer retention and reduce repeat contacts.
• Support continuous improvement by identifying bottom quartile drivers and recommending actions.
• Partner with operations, QA, training, and workforce management to drive KPI improvements.
• Create drill-down dashboards for agent-, queue-, and process-level performance.

Education

Bachelor's/College Degree in any field

1.5 years of related experience

Job description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Essential Duties & Responsibilities

• Design, develop, and maintain MIS reports and real-time dashboards for contact center operations - Track and analyze key KPIs such as CSAT, NPS, FCR, Transactional QA, and Q4 (Bottom Quartile) performance
• Should be able to generate WBR, MBR and QBR decks as per process owner's requirements
• Identify performance gaps and trends in customer interactions, agent productivity, and service outcomes
• Provide actionable insights to improve customer retention, reduce repeat contacts, and enhance service quality
• Support continuous improvement initiatives by identifying bottom quartile drivers and recommending corrective actions
• Partner with operations, QA, training, and workforce management teams to drive KPI improvements
• Create drill-down dashboards for agent-level, queue-level, and process-level performance monitoring
• Perform root cause analysis (RCA) for poor CSAT/NPS and repeat contacts
• Ensure data accuracy, consistency, and governance across reporting systems

Education & Experience

• Candidate must possess at least a Bachelor's/College Degree in any field
• At least 1.5 year(s) of working experience in the related field.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!