Business Analyst

Work Location: Noida Sec 135 Work Timings: All 5 days WFO, Night Shifts (Mandate) About the Role: As a business analyst, you will be responsible to transform operational data from dashboards, CRM, call logs, and QA evaluations into actionable insights to drive transformation initiatives. Also, you will be involved in dashboard and forecasting creation to provide time-effective information. This role will report directly to an innovation leader, and will work closely with Ops and client teams. Key Responsibilities: Aggregate and analyze operational data from dashboards, CRM, call logs, and QA evaluations Identify trends, anomalies, and root causes in metrics like contact volume, CSAT/NPS drivers, ASA, and FCR Transform raw data into actionable intelligence, forecasts, and recommendations for process and CX improvements Develop, maintain, and enhance BI dashboards; automate reporting to enable client self-service Collaborate with the Innovation Lead, operations managers, and client teams to validate findings and support implementations Document analysis processes, assumptions, and maintain a knowledge repository for continuity across engagements Skills and Qualifications: 2–6 years of experience in analytics, MIS, or reporting roles, preferably within BPO or customer-support operations Demonstrated experience in data wrangling, data visualization, and client-facing analysis Ability to work in a global, multi-site delivery model, handling multiple concurrent client requests Collaborative attitude, adaptability to changing priorities, and willingness to learn new analytics techniques Proficiency in data manipulation using Excel, SQL, Python/R, and BI tools (Tableau, Power BI) Strong analytical and statistical capabilities for trend analysis, forecasting, and basic predictive modeling Attention to detail and problem-solving mindset to uncover non-obvious patterns and insights Clear written and verbal communication skills to present findings in both reports and meetings Familiarity with contact-center metrics and customer-service domain to provide context to analysis TELUS Values: TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values: We passionately put our customers and communities first We embrace change and innovate courageously We grow together through spirited teamwork At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability. About TELUS Digital: TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 50,000 team members and delivery centers across 25 countries in the Americas, Europe and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS International partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at:

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