• Conduct call/interaction monitoring evaluations on Expert’s calls using current Quality program guidelines. • Review data and interactions to support the ongoing maintenance of AI-driven tools. • Conduct thorough and accurate audits of machine and expert performance to identify trends and needed enhancements. • Create appropriate documents that provide traceability for others to determine readiness, work-around processes, and modifications needed in toolsets. • Communicate and document any known issues or risks and escalate to leadership as appropriate. • Present results in a clear, concise, and compelling manner. • Maintain a customer-focused mindset to ensure our work meets the needs of our Experts, external customers, and the business. • Conduct an audit of the auditor evaluation, which rates the initial auditor’s adherence to the Quality program standards. • Evaluate a minimum number of interactions daily, based on set standards for interaction type. • Research escalated customer complaints and provide readouts to Operations or Client Services. • Adhere to Expert and customer privacy expectations. • Attend relevant new hire training classes to inform Experts of the Quality process. • Contribute to quality scorecard evaluations used in monthly, quarterly, and annual performance reviews. • Interface closely with Quality Manager and Quality Coach to champion required projects to successful completion. • Participate in weekly calibration sessions and relevant trainings to stay informed of any client changes. • Host listening sessions with Quality, Operations, or Client Services. • Provide readouts on Quality performance per Line of Business (LOB). • Support additional work efforts for other departments, including phone time, detractor callbacks, and special projects to understand the voice of the customer. • Perform other duties and special projects as assigned.

• Formulating and defining systems requirements through research and fact-finding • Building a comprehensive understanding of applicable business systems and industry requirements • Performing analysis of business and user needs, documenting requirements, and revising existing system logic, as necessary • Developing and updating technical documentation; ensuring accuracy and completeness of the team's technical requirements repository • Working with stakeholders and agile team members to develop and prioritize concise and testable epics, features, and user stories • Translating requirements and concepts into business language (to support client review and prioritization) and technical language (to support the development teams)

• Own End-to-End Process Architecture • Serve as the primary owner of customer-facing process architecture across the full lifecycle. • Define standards, frameworks, and best practices for how business processes are documented and maintained. • Ensure process maps, SOPs, and workflows are continuously updated and reflect how the business actually operates. • Maintain a centralized, trusted source of truth for Revenue Operations process documentation. • Proactively identify systemic gaps, inefficiencies, and breakdowns across cross-functional workflows. • Analyze complex handoffs between teams, roles, and systems to surface root causes. • Partner with functional business analysts to validate findings and align on recommendations. • Translate insights into prioritized, actionable process improvement initiatives aligned to company goals. • Lead continuous improvement efforts, engaging with various systems, data, and business resources to take process gap issues and resolve them. • Act as a senior thought partner to leaders across Revenue Operations, Trial Experience, Customer Success, Support, Affiliates, Account Management, Retention, and Systems teams. • Facilitate executive- and leadership-level process reviews and working sessions. • Drive alignment on standard operating models across teams. • Influence change without direct authority through strong relationships and credibility. • Establish and enforce governance models for process ownership, change management, and documentation updates. • Ensure process changes are reflected quickly and accurately in documentation and workflows. • Help teams operationalize new or updated processes through clear documentation and enablement.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves leveraging analytical skills to bridge the gap between business needs and IT solutions, shaping the finance engineering landscape, driving efficiencies, and supporting key initiatives. - Work closely with Business stakeholders to understand business processes, challenges, and requirements. - Elicit, analyze, document, and validate business and functional requirements. - Support the design, testing, and rollout of system solutions, including Oracle ERP. - Act as a key interface between Business stakeholders and IT teams. - Manage project timelines, scope, and dependencies. - Contribute to the IT Global Quarterly Release process. - Review and assess alternative system designs and re-engineered processes. - Assist with the review and evaluation of existing processes. - Support SOX compliance by ensuring all system changes adhere to governance and documentation. - Liaise with offshore support teams to maintain service levels. Qualifications - Minimum of 5+ years of experience as a Business Analyst or in a similar role. - Strong understanding of Finance business processes. - Hands-on experience with Oracle E-Business Suite R12 Finance modules. - Proven experience on global IT initiatives. - Ability to build effective stakeholder relationships. - Strong collaboration skills in cross-functional teams. - Excellent communication skills, both verbal and written. - Experience in eliciting and documenting business requirements. - Experience working with offshore or near-shore teams. - Strong analytical and problem-solving skills. Benefits - Comprehensive medical, dental, and vision insurance. - 401(k) plan with company match. - Paid holidays, vacation, and sick leave. - Mental health and well-being programs. - Access to fitness programs and free games. - Flexible working environment with remote options. - Tuition reimbursement and educational assistance. - Charitable donation matching programs. - Relocation assistance if required.