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Job Description
Business Analyst, Operations – Quezon City, Philippines
Are you interested in joining a globally diverse organization where your contributions are recognized and celebrated, allowing each of us to thrive? Join Western Union as a Business Analyst, Operations.
Western Union powers your pursuit.
This role will focus on enhancing and supporting customer interaction channels including chatbot, IVR, voice, and CSR support platforms across multiple global regions. The role plays an important role in ongoing global expansion initiatives and a major chatbot migration project to the Genesys platform as part of our modernization strategy.
Role Responsibilities
Gather, analyze, and document business requirements from cross-functional stakeholders including Operations, Customer Experience, Product, partner call centers, and regional business teams.
Translate business requirements into detailed user stories with clear accept...