Business Applications Analyst

Role Overview
The Business Applications Analyst supports Quality Management (QM), Customer Experience, and Technical Support operations by administering business applications, analyzing performance data, facilitating quality programs, and driving continuous improvement initiatives. This role bridges Quality Management, Operations, Training, and Leadership through data-driven insights, system expertise, and structured communication.

Core Platforms & Tools

• NiCE CXone QMA
• Salesforce
• Power BI (PBI)
• Dojo Learning Platform
• SharePoint (QM/WFM)
• Support Logic
• Microsoft Tools (Excel, PowerPoint, Word)

Key Responsibilities

 Quality Management Training & Enablement

• Facilitate QM onboarding sessions for new Leaders and Engineers (ATSE, TSE, DSE), explaining the purpose, process, and value of Quality Management within the organization.
• Prepare and maintain QM training decks covering standards, updates, targets, and expectations.
• Conduct structured QM discussion sessions with engineers as directed by Senior Leadership.
• Reinforce QM objectives through Knowledge Base (KB) articles and learning materials.
• Highlight strengths and improvement areas while ensuring clarity of QM standards.
• Document discussion outcomes, follow-up actions, and learning gaps.

Quality Evaluations & Case Reviews

• Perform end-to-end quality evaluations of closed cases (calls, chats, emails).
• Review all interactions from case creation through closure.
• Apply Quality Monitoring and Evaluation parameter using standardized QA scorecards.
• Identify critical errors, compliance risks, and coaching opportunities.
• Provide clear, constructive, and actionable feedback.
• Document evaluation results in NiCE CXone QMA.

QM Calibration & Appeals Management

• Collaborate with Technical Support Managers and Senior Leaders to conduct calibration sessions.
• Independently score cases and analyze scoring variances.
• Align interpretation of QM standards.
• Facilitate appeal discussions to address disputes with transparency and fairness.
• Present evaluation rationale, incorporate stakeholder perspectives, and ensure objective resolution.
• Update QA guidelines and document calibration outcomes as needed.

QM Analysis & Reporting

• Analyze quality evaluation data, calibration results, CSAT feedback, and performance trends.
• Identify recurring error patterns, process gaps, and behavioral trends.
• Develop executive-level summary reports and PowerPoint presentations for leadership.
• Support root cause analysis for quality-related escalations.
• Recommend targeted coaching, training, and process improvements.
• Partner with Operations and Training teams to improve overall performance.

QM Coaching, Refresher & CTA Management

• Conduct QM refresher sessions (1:1 or team-based) to reinforce targets and expectations.
• Facilitate coaching discussions addressing identified QM and Perception Management gaps.
• Provide recommendations and clarify expectations with engineers and managers.
• Send Coaching Trigger Alert (CTA) summary emails to TS Managers, outlining:

Recognition & Performance Reviews

• Identify and document exceptional performance through QM Commendations.
• Create and distribute QM Commendation e-certificates.