Basic Information
Ref Number
Req_00104529
Primary Location
Home Office - United States
Country
United States of America
Job Type
Support Positions
Work Style
Remote
Salary range
$68,800.00 - $86,000.00
Description and Requirements
Position Summary
We are looking for an Operations Analyst responsible for supporting our Policy and Risk Operation! In this position, you will be responsible for providing business support to our team in order to conduct data analysis, run and build reports and look for continuous process improvement in order to upscale our operation while providing strategic and innovative thinking in order to feed the customers’ analytics.
Primary Responsibilities
- Monitor merchant and offer review operations through accurate and consistent daily reporting
- Monitor and improve alert processes and SOPs
- Conduct deep-dive analysis on policy violations to identify trends and opportunities to improve reviews
- Collaborate with the Data Science team for forecasting and operations planning
- Conduct fraud trend analysis in partnership with the Trust & Safety organization
- Conduct ad-hoc financial performance reporting
- Creating and maintaining technical tools for the program such as managerial dashboards, scripts and other tools used for data management and data review/reporting.
- Assist in developing project strategies, measure and support success by creating and analyzing quantitative data and activity reports.
- Collaborate with the internal team to initiate and implement procedural changes when applicable.
- Guiding the team through issues and challenges.
- Report and resolve conflicts in priorities through creative solutions ensuring employee support and accountability to timely and quality project execution.
- Manage complex data projects, working closely with Operation leads and technical partners to develop and track project milestones and schedules, along with scope and cost features and resourcing requirements throughout the project lifecycle.
- Measure progress on all assigned projects. Manage communication of progress with the core team and all stakeholders and escalate issues as necessary, providing transparency and end-to-end coordination of deliverables.
Requirements
- 1 -2 years of relevant work experience is highly desirable.
- Associate's or Bachelor's degree.
- A masters degree in a relevant field is a plus
- Experience with analytical tools and techniques (Power BI, R, Tableau, SQL, spreadsheet software, statistics and predictive modeling)
- Experience in completing projects in cross functional environments
- Deep experience with data visualization tools and reporting
- Experience taking ownership of initiatives from inception to completion.
- Superior written and verbal communication skills
- Experience developing dashboards to monitor key metrics and KPIs (e.g., time series graphs and scorecards)
- Financial literacy or ops excellence is highly desirable.
APPLY TODAY!
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Additional Job Description
We are looking for an Operations Analyst responsible for supporting our Policy and Risk Operation! In this position, you will be responsible for providing business support to our team in order to conduct data analysis, run and build reports and look for continuous process improvement in order to upscale our operation while providing strategic and innovative thinking in order to feed the customers’ analytics.
EEO Statement
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.