Business Analyst

Job Description

Job Description

Why this role exists:

Our Client is scaling rapidly and setting the standard for modern home services. Our

AI-enabled contact centers live across dozens of markets and are moving millions in

revenue. Recognizing its importance, our CRO has personally owned the AI strategy

and rollout, and the next phase is about accelerating impact. This is a greenfield

scale-up (not brand new): you'll build on proven workflows, tighten feedback loops, and

help turn a strong foundation into a durable growth engine.

Key Responsibilities:

● Live QA & Guardrails: Monitor AI-initiated calls (cancellations, reschedules,

supervisor requests); flag edge cases and ensure correct handling.

● Stakeholder Workflow Review & Training: Establish new operational

workflows, perform routine integrity audits, collect feedback, iterative

process improvement. Perform workflow training as needed.

● Call Listening & Annotation: Review recordings daily; tag

misclassifications, communication issues, and coaching moments; propose

fixes.

● Data Hygiene & Tracking: Accurately document outcomes; maintain clean

logs; update lightweight trackers/dashboards (Google Sheets or Excel).

● KPI Rhythm: Publish quick daily notes on what changed and what to try

next; surface trends impacting contact rate, conversion, cancellation rate.

● Continuous Improvement: Collaborate with the CRO, AI ops and Third

Party vendors to iterate prompts, routing, and workflows; validate changes

with small A/B tests before scaling.

● Documentation & Communication: Create and maintain continuously

documented workflows, processes, scripting for all projects under scope;

Communicate with various stakeholders as needed.

● Escalation Judgment: Step in when customer needs fall outside standard

AI behavior; protect CX, document the exception, and codify the new rule.

Success Metrics (Primary KPIs):

● Contact Rate: More customers reached on first attempt.

● Conversion: Higher book rate from AI-assisted interactions.

● Cancellation Rate: Fewer post-booking cancellations.

● Additional KPIs TBD

Growth Path (Greenfield Opportunity):

You’re early. You’ll help define the operating model, SOPs, and dashboards for an AI

contact center at scale, with direct visibility to the CRO and priority projects. As we

grow, this role can expand into increased scope with the chance to own a KPI, market

cluster, or key initiative you helped build.

What You’ll Bring:

● Bachelor’s Degree required

● 1+ years of experience in a professional, data driven setting

● Clear, concise written and verbal communication; you translate call nuance

into actionable fixes.

● Attention to detail and a QA mindset; you love checklists and

pattern-spotting.

● Intermediate spreadsheet skills (filters, lookups, data validation) - Google

Sheets or Excel.

● Comfort with technology and learning new tools quickly.

● A customer-service mindset: accuracy, empathy, operational excellence.

Nice-to-haves (not required): Salesforce, Google Workspace power-user skills,

Dialpad or similar telephony, QA platforms, call recording tools, basic prompting/LLM

concepts.