Overview

The Performance Office drives quality, consistency, and continuous improvement across Customer Operations. As part of the Metrics Office, the Business Analyst – Reporting collaborates with teams to interpret performance data, clarify reporting needs, and deliver accurate, timely insights.

This role supports ad‑hoc analysis and enhances recurring reports using Excel, SQL, and Power BI.

Key Responsibilities

• Maintain and improve existing reports to meet evolving business needs while ensuring reliability and efficiency.
• Analyze service performance data, identify trends, and recommend data‑driven actions.
• Partner with stakeholders to gather requirements and create reporting solutions that support business objectives.
• Build new reports using approved tools, standards, and best practices.
• Automate recurring reporting processes using Excel, SQL, and Power BI.
• Maintain macros, workflows, a...