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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 practices.
- Identify root causes of low satisfaction scores.
- Collaborate with CSAT Champions to reinforce high-performing behaviors.
- Recommend coaching, process changes, or training to improve customer experience.
- Align CSAT initiatives with QM and Operations strategies.
Knowledge Base (KB) Development
- Collaborate with senior Technical Support Engineers to identify high-impact KB topics.
- Coordinate technical reviews to ensure accuracy and compliance with KCS standards.
- Format and publish content according to organizational KB guidelines.
- Drive knowledge sharing to reduce resolution time and improve consistency.
Learning Content & Dojo Creation
- Partner with Education professionals to develop targeted Dojo learning modules.
- Design QM focused-parameter PowerPoint materials.
- Align learning objectives with QM standards and business targets.
- Create scenario-based training, roleplays, and knowledge checks.
- Support effective delivery and engagement during Dojo sessions.
- Publish completed Dojo courses for organization-wide completion.
Board Certification Participation
- Serve as a panel member for Technical Support Engineer Board Certifications.
- Assess technical competency, product knowledge, process adherence, and communication skills.
- Provide detailed scores, highlights, lowlights, and structured feedback.
- Participate in post-assessment discussions to support engineer development.
Requisition ID: 9617
Reporting To: Manager, Professional Services
Role Type: Individual Contributor
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Top Skills
What We Do
NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
