Business Analyst – Customer Care

Veritaz is a fast-growing IT-consultant firm. Our company is made up of insanely bright people from over 4 countries, and we are located in Sweden, UK, US and Pakistan. The voyage has been incredible this far, but it is only the beginning.
Assignment Description:
We are looking for a Business Analyst who is experienced in identifying customer care needs with regards to day-to-day work tools (CRM platform, case management system and telephony system). The Business Analyst will then translate those needs and gaps into functional and technical requirements, and assist the Digital Lead, the technical teams responsible for the respective digital platforms, as well as the Customer Care team in identifying how those requirements can be met using existing platforms.
What you'll do:
● Identify and document current pain points and requirements related to tools used by Customer Care agents as well as all of Customer Care operations (Team Leaders, Managers, etc.).
● Interviewing users and management, reviewing existing documentation, testing the tools, etc.
● Delivering a state-of-the-art customer experience incorporating customer’s perspective.
● Map out a roadmap of future needs based on feedback collected from the target group (Customer Care agents and management).
● Match the defined requirements with existing functionality in tools currently being used.
● Support stakeholders in decision making regarding the choice of tools to be used by Customer Care agents.

Who you are:
● Experience of working with customer care centers and associated tools (CRM platforms, case management systems, telephony systems, etc.).
● Possess excellent functional understanding and mid-level technical understanding of customer care tools.
● Has worked with agnostic type of software having no ties to a specific platform or system and run equally well across more than one platform.
● Has proven strong communication skills that have reaped fruitful results.
● Excellent facilitation skills, able to lead team members through the right activities for expected outcomes.
● Experience with documenting requirements and writing user stories.
Location: Goteborg