Job Description

About the Opportunity

Since 2008, our client has been a trusted partner to the home services industry. They are recognized as the go-to contact center experts for plumbing, HVAC, and electrical companies across the country. By delivering high-quality sales opportunities, they help local service businesses turn every customer interaction into tangible revenue growth.

Now, they’re looking for a skilled and solutions-driven Business Analyst to help streamline processes, optimize communication, and ensure data turns into smarter decisions — all supporting their continued growth and client success.

Job Summary

The Business Analyst reports to our Communications/Support Services area and will be the first dedicated owner of our business analysis and process improvement function. This highly collaborative, cross-functional role works directly with executive leadership on-site at our Scottsdale office while coordinating remotely with our out-of-state development team. The right candidate will thrive on digging into the business, understanding processes firsthand, and building alignment between data, technology, and strategy. This role calls for a proactive leader, expert communicator, strategic planner, and data-driven analyst who can :

• Discover and Develop Innovative Solutions: Understand evolving business needs and serve as a technical process leader, driving system development that enhances efficiency, productivity, and profitability.
• Understand Stakeholder Needs and Share Results: Collaborate across teams and partner companies to ensure alignment and clarity. Customize communication for different audiences, visualize data effectively, and actively seek feedback.
• Translate Requirements and Lead Efforts: Translate business needs into clear, actionable technical requirements, partnering with development teams to implement solutions that fit real-world processes and systems.
• Facilitate Collaboration and Manage Change: Lead focused, productive meetings to generate ideas, solve problems, and build consensus. Analyze data independently, troubleshoot issues, and clearly explain business and client impacts when changes occur.

Essential Functions

• Partner with stakeholders across the business to develop analyses and documentation collaboratively, communicating effectively and efficiently with company leadership and customers.
• Continuously evaluate, analyze, and communicate requirements while maintaining system processes. This includes creating and delivering customer-specific reports and status updates to all relevant parties.
• Create and update internal and external processes, formally initiate and deliver requirements and documentation, conduct systems analytics to maximize effectiveness, and troubleshoot problems.
• Oversee business analysis initiatives, implement strategies for process improvement, and help manage relationships with key stakeholders and clients.
• Respond to questions and concerns from leadership and customers with supporting research and recommendations.

Minimum Required Knowledge & Experience

Technical Skills (Hard Skills)

• 5+ years in business analysis, data analytics, and process development, with hands-on expertise in SQL and data management.
• Bachelor's degree in IT, Computer Science, or related field or equivalent experience and certifications.
• Advanced Excel skills (pivot tables, formulas) and PowerPoint expertise to create executive-level reporting and data storytelling.
• Experience with project management and process mapping tools (Visio, Asana, Jira) and process documentation.
• Skilled in creating clear, actionable dashboards using tools like Power BI, Tableau, or equivalent platforms.
• Comfortable using collaboration tools (Slack, Teams, Google Workspace, Confluence), with hands-on experience managing UAT processes and coordinating fixes.

Interpersonal & Leadership Skills (Soft Skills)

• Natural problem solver with a strong root cause analysis mindset.
• Excellent communicator and data storyteller, able to tailor insights to both technical and non-technical audiences.
• Skilled facilitator who brings teams together, drives alignment, and keeps projects moving forward.
• Confident managing process and system changes, explaining business impacts in plain language.
• Ownership-driven and proactive, always looking for smarter ways to work and adapt to evolving business needs.

About CallPoint

Since 2008, CallPoint has specialized in supporting the home services industry, working with plumbing, HVAC, and electrical companies nationwide. We are recognized experts in contact center solutions tailored to these businesses' unique needs.

Our mission is to strategically manage inbound calls and customer interactions to help our clients maximize revenue opportunities, all while delivering a level of service that builds trust and long-term loyalty.

Our vision is to be the best contact center partner in the home services industry. We are known for delivering high-quality sales opportunities that drive business growth, financial performance, and professional success for our clients and employees alike.

Employment Disclaimer & Work Policy

*The employer is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected under applicable federal, state, or local laws. We are committed to providing reasonable accommodations in compliance with the Americans with Disabilities Act (ADA). Applicants requiring accommodation during the hiring process should contact talentsuppot@talentquotien.co.

*Employment is at-will and may be terminated by either the employer or employee at any time, with or without cause or notice, except as otherwise provided by law. This job posting does not create an employment contract or guarantee employment for any specified duration.

*This position follows a hybrid work schedule, requiring 3 days per week in the office at our [Scottsdale, AZ] location. Candidates must have a reliable home workspace and internet connection for remote work days.

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