Business Analyst

Job Title:

Business Analyst

Job Description

The Business Analyst (LSS Black Belt) drives end-to-end process optimization across contact center and back-office programs to enhance client performance, reduce operational waste, and increase service delivery efficiency. This role analyzes performance trends, identifies root causes affecting SLAs/Quality, and leads structured Lean Six Sigma initiatives across multiple accounts.

You will work closely with Operations, Workforce, Quality, Training, and Client Services to deliver measurable improvement in AHT, quality, CSAT, utilization, attrition, and cost per contact—while maintaining alignment with contractual obligations and client expectations.

Location:

NIC Managua - Del complejo Plaza el Sol, 200mts al Este

Language Requirements:

Time Type:

Full time