Contact Center Quality Analyst, Sr. jobs in Dover, NH

Who Are We?

Bottomline is on a mission to be the world’s leading business payments company, aligning our team to the common purpose of transforming the way businesses pay and get paid. It is a journey that goes around the world serving financial institutions and companies in more than 90 countries. Our Portsmouth office is the central strategic hub in the US as well as one of the go-to market global centers of excellence, conveniently positioned to enable a fulfilling and flexible, hybrid work-life balance. A place to collaborate and share knowledge share across multidisciplinary teams, it also provides the perfect space to meet virtually with our colleagues across time zones.

Culture and Values

We are one global team, who work with and for each other in a drive to delight customers through excellent execution, which fuels how we create and grow sustained business value for our customers, our team and all who partner with us. Our culture encourages people to be brave and curious, to drive to closure and to ensure our values and principles are lived out daily. We excel at Bottomline because we are positive and passionate about building a #LifeAtBottomline

Role: Senior Data Analyst

We are looking for an experienced Senior Data Analyst who is passionate about leveraging data to enhance our business intelligence capabilities within our Customer Success, Support, and Professional Services teams. In this role, you will collaborate directly with our leadership team to design key performance indicators (KPIs), build reports and dashboards, and generate insightful analytics to support strategic decision-making. The ideal candidate will excel at transforming data into actionable insights and recommendations.

The Skills That Will Make You Successful:

• 5-7 years’ experience in data analytics
• Experience with Power BI or a similar tool business intelligence tool such as Tableau or other.
• Proficiency in Excel, including advanced functions and data manipulation.
• Professional experience working with SQL is Required
• Proven ability to drive data-driven insights and actions in an ambiguous, evolving environment.
• Ability to clearly and concisely articulate complex data analyses to non-technical stakeholders
• Strong written and verbal communication skills
• Experience with financial reporting.
• Advanced knowledge of Business Intelligence tools, with experience effectively defining data requirements and designing effective interactive dashboards
• Ability to quickly learn and apply new analytical technologies.
• Developing with PowerBI is a PLUS
• Experience with Salesforce.com or Snowflake a PLUS

 How you'll contribute:

• Define, build, and track key performance indicators and metrics for Customer Operations team including finance/revenue, product adoption, customer support, and customer success.
• Support leadership and end users with KPIs, activity tracking, and dashboards in Salesforce.com, Snowflake and PowerBI.
• Work closely with data engineers and internal systems to define data requirements, build analyses, and develop a single source of truth for reporting.
• Own delivery of analytic projects, ensuring that projects are delivered on-time with high quality.
• Utilize statistical techniques and analytical skills to collect, organize, analyze, and visualize data.
• Convert quantitative analysis into recommendations to business stakeholders.
• Develop dashboards and frameworks to monitor business performance and KPIs.
• Mentor and train internal team members on reporting, analysis, and business intelligence tools.
• Locate, define, and recommend process improvement opportunities to improve data quality.
• Understand the concepts of machine learning and advance analytics to collaborate with Data Scientists to complete new projects.

You’ll love Botttomline because in everything we do we seek to delight our customers and we are passionate about building a company of which we can all be proud, and this starts with building amazing teams filled with team members that challenge you every day.

We welcome talent at all phases of their career through understanding and supporting additional needs (where applicable) as we look to innovate, win, and grow together.

Bottomline is proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment.