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Contact Center Senior Business Analyst
4 months ago
Job DescriptionChubb North American Contact Center Shared Services group directly supports insurance operations programs impacting both Clients and Agents across Chubb's North America business divisions. The group is primarily responsible for enabling key initiatives across various departments with a focus on delivering first class customer experience and exceptional operational service. Additional responsibilities include the management of large-scale technology and operational projects involving the Contact Center platform. The team collaborates with Business, Technology and Trading Partner stakeholders to define, analyze, and deliver strategic Technology and Operational processes. Members of the team are expected to take leadership roles in various projects as well as personal accountability for delivering first class products and solutions for Chubb, our clients, and our stakeholders.As a Contact Center Senior Business Analyst, you'll be responsible for a wide range of project and stakeholder management functions such as, but not limited to, identifying and documenting business requirements, functional design, process design (including flow mapping), performing User Acceptance Testing, defining support procedures, and supporting implementation and go-live.Responsibilities: Act as a contact center subject matter expert for one or more lines of business Manage stakeholder partnerships Lead requirement gathering sessions and manage multiple projects from inception to implementation Manage and prioritize project backlog to meet tactical and strategic goals Partner with IT, Infrastructure and Business stakeholders to ensure successful project go-live Perform in depth analysis to identify processes and procedures eligible for streamlining and increased efficiency Participate in Agile ceremonies Creation and execution of UAT test scripts Defect management Status reporting and providing milestone updates to senior leadership Participation in off hours production release events including check outs & validationQualificationsQualifications: Bachelor's Degree5+ years call center experienceStrong knowledge of Microsoft OfficeAgile experience preferredAble to maintain composure and professionalism in a fast-paced, busy environmentHigh level of attention to detailAbility to manage multiple projects at onceEffective communication skills, both written and verbalExcellent organizational and time-management skillsAbout UsChubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.
