Business Analyst , NCC- Hercules
Core
Analyze customer service operations and data to drive process improvements and incident resolution for Amazon Customer Service.
Role type
Business Analyst (Customer Operations)
Builds
Dashboards, reports, and process improvements for customer service operations.
Domain
E-commerce / Customer Service
Deliverable
dashboards & analysis
Required skills
Data visualization, root cause analysis, process improvement, project management, stakeholder communication, incident management, Microsoft Excel
Preferred skills
Business-level English, Kaizen leadership, cross-functional project experience, automation experience, batch data processing
Technologies
Microsoft Excel, internal tools
Responsibilities
Understand end-to-end operations including inquiries and escalations; lead incident response for critical system failures; execute risk mitigation actions; collaborate with product teams on feature prioritization; collect and visualize data from multiple databases; analyze root causes of recurring issues; improve SOPs and workflows; plan and execute improvement projects; present analysis results to stakeholders.
Seniority
Individual Contributor