The Business Analyst within the Bell Residential Services Quality team, will be part of a team responsible for the tracking and modelling of overall agent behaviour. Working closely with the Operational Support and BRSB sales teams, the successful candidate will be responsible for tracking and reporting on key agent behavioural metrics, with a focus on propensity modelling of future agent behaviour to proactively intercept agent quality issues.

This is an exciting opportunity to work with high calibre professionals on projects that improve agent behaviour and drive quality sales activity. If you have a background in business analysis, propensity modelling, and the development of transformational projects, this is a great opportunity to play a leading role in contributing to Bell’s key strategic imperatives. 
 

Job duties / accountabilities:

• Tracking and reporting of key agent quality metrics, such as activation rates and customer churn
• Represent the Bell Resident Services Quality team on sales and process improvement initiatives.
• Assume a leading role in performing and overseeing agent behavioural reviews with colleagues and other business stakeholders.
• Leverage agent level data to drive propensity modelling and proactive agent quality initiatives
• Optimizing reporting metrics and identifying outliers
• Liaise with subject matter experts to define  appropriate solutions that meet sales and regulatory requirements
• Ensure detailed documentation of business requirements and operational methods
• Develop full-scale project plans and associated communications documents

Critical Qualifications/Competencies:

• Professional work ethic, inter-personal skills and strong organizational skills are essential
• Excellent communication skills, both written and verbal
• Advanced MS Office skills, particularly MS Excel
• Conceptual thinking and creative problem solving skills
• Ability to lead and influence others
• Collaboration and negotiation skills
• Flexibility; ability to comfortably operate in a rapidly evolving and sometimes ambiguous environment.
• Ability to manage multiple projects simultaneously
• A demonstrated ability to deliver results with particular strengths in:
• Analytical skills
• An ability to work independently