Business Applications Analyst

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. Role Overview The Business Applications Analyst supports Quality Management (QM), Customer Experience, and Technical Support operations by administering business applications, analyzing performance data, facilitating quality programs, and driving continuous improvement initiatives. This role bridges Quality Management, Operations, Training, and Leadership through data-driven insights, system expertise, and structured communication. Core Platforms Tools NiCE CXone QMA Salesforce Power BI (PBI) Dojo Learning Platform SharePoint (QM/WFM) Support Logic Microsoft Tools (Excel, PowerPoint, Word) Key Responsibilities Quality Management Training Enablement Facilitate QM onboarding sessions for new Leaders and Engineers (ATSE, TSE, DSE), explaining the purpose, process, and value of Quality Management within the organization. Prepare and maintain QM training decks covering standards, updates, targets, and expectations. Conduct structured QM discussion sessions with engineers as directed by Senior Leadership. Reinforce QM objectives through Knowledge Base (KB) articles and learning materials. Highlight strengths and improvement areas while ensuring clarity of QM standards. Document discussion outcomes, follow-up actions, and learning gaps. Quality Evaluations Case Reviews Perform end-to-end quality evaluations of closed cases (calls, chats, emails). Review all interactions from case creation through closure. Apply Quality Monitoring and Evaluation parameter using standardized QA scorecards. Identify critical errors, compliance risks, and coaching opportunities. Provide clear, constructive, and actionable feedback. Document evaluation results in NiCE CXone QMA. QM Calibration Appeals Management Collaborate with Technical Support Managers and Senior Leaders to conduct calibration sessions. Independently score cases and analyze scoring variances. Align interpretation of QM standards. Facilitate appeal discussions to address disputes with transparency and fairness. Present evaluation rationale, incorporate stakeholder perspectives, and ensure objective resolution. Update QA guidelines and document calibration outcomes as needed. QM Analysis Reporting Analyze quality evaluation data, calibration results, CSAT feedback, and performance trends. Identify recurring error patterns, process gaps, and behavioral trends. Develop executive-level summary reports and PowerPoint presentations for leadership. Support root cause analysis for quality-related escalations. Recommend targeted coaching, training, and process improvements. Partner with Operations and Training teams to improve overall performance. QM Coaching, Refresher CTA Management Conduct QM refresher sessions (1:1 or team-based) to reinforce targets and expectations. Facilitate coaching discussions addressing identified QM and Perception Management gaps. Provide recommendations and clarify expectations with engineers and managers. Send Coaching Trigger Alert (CTA) summary emails to TS Managers, outlining: Recognition Performance Reviews Identify and document exceptional performance through QM Commendations. Create and distribute QM Commendation e-certificates. Facilitate monthly Quality Management Performance Reviews (QMPR) with TS Managers Send post-review summaries to Managers, Senior Leaders, and QM stakeholders. Leadership Executive Communication Deliver concise updates to Leadership Teams. Support timely decision-making through actionable insights. CSAT Analysis Customer Experience Improvement Analyze CSAT survey results and BI reports to identify trends and satisfaction drivers. Correlate CSAT outcomes with QM results and case-handling practice ... (truncated, view full listing at source)