Business Analyst

ibex. Pakistan; Karachi Division; On-site; PKR 1,200,000 - 2,400,000; Full time

Job summary

ibex. Pakistan in Karachi seeks a detail-oriented Business Analyst to support data-driven decision making. You will analyze performance, develop reports, and provide actionable insights to improve efficiency and meet client requirements.

The role includes building dashboards, tracking metrics across voice and non-voice processes, and collaborating with stakeholders to translate data into business improvements. A relevant degree and analytics experience are preferred.

Qualifications

• Bachelor's degree in Business Administration or relevant discipline.
• Experience in Business Analysis, Reporting, MIS, or Data Analytics preferred.
• Experience in Customer Service or Quality Assurance environments preferred.
• Basic understanding of Power BI and other data visualization tools.
• Ability to interpret data, identify trends, and translate findings into actionable insights.
• Willingness to learn, adapt, and receive constructive feedback.

Responsibilities

• Gather, analyze, and interpret data to support business requirements, projects, and operational decision-making.
• Develop and maintain reports, dashboards, and performance trackers to monitor business performance.
• Provide business intelligence and analytical insights to support optimal team and operational performance.
• Monitor agent, team, and center-level performance across voice and non-voice operations.
• Identify performance gaps, process inefficiencies, and training needs through data analysis.
• Analyze the relationship between evaluation criteria and quality results to recommend improvements in agent performance and development.
• Track performance trends and highlight areas of concern, providing recommendations for corrective actions.
• Prepare and maintain daily, weekly, monthly, quarterly, and annual reports.
• Generate agent performance, evaluation volume, client-specific, and department-specific reports.
• Collaborate with relevant stakeholders to understand business requirements and support ongoing projects.
• Ensure accuracy, consistency, and timely delivery of all reports and analyses.
• Work independently in a time-sensitive environment while contributing effectively to team projects.

Skills

Data analysis

Reporting

MIS

Data Analytics

Power BI basics

Education

Bachelor's degree in Business Administration

Tools

Power BI

Job description

We are looking for a detail-oriented and analytical Business Analyst to support business operations through data analysis, performance monitoring, and reporting. The ideal candidate will be responsible for evaluating business performance, identifying operational gaps, and providing actionable insights to improve efficiency and ensure that business standards and client requirements are consistently met.

Job Responsibilities

• Gather, analyze, and interpret data to support business requirements, projects, and operational decision-making.
• Develop and maintain reports, dashboards, and performance trackers to monitor business performance.
• Provide business intelligence and analytical insights to support optimal team and operational performance.
• Monitor agent, team, and center-level performance across voice and non-voice operations.
• Identify performance gaps, process inefficiencies, and training needs through data analysis.
• Analyze the relationship between evaluation criteria and quality results to recommend improvements in agent performance and development.
• Track performance trends and highlight areas of concern, providing recommendations for corrective actions.
• Prepare and maintain daily, weekly, monthly, quarterly, and annual reports.
• Generate agent performance, evaluation volume, client-specific, and department-specific reports.
• Collaborate with relevant stakeholders to understand business requirements and support ongoing projects.
• Ensure accuracy, consistency, and timely delivery of all reports and analyses.
• Work independently in a time-sensitive environment while contributing effectively to team projects.

Job Requirements

• Bachelor's degree in Business Administration or any relevant discipline.
• Previous experience in Business Analysis, Reporting, MIS, or Data Analytics will be preferred.
• Experience in Customer Service or Quality Assurance environments is preferred.
• Basic understanding of Power BI and other data visualization or analytical tools.
• Ability to interpret data, identify trends, and translate findings into actionable insights.
• Willingness to learn, adapt, and receive constructive feedback.