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Business Methods Analyst Voice AI Operations

Element Fleet Management

Mississauga, CAN

Full Time

Mid

Onsite

1 weeks ago

Business Process AnalysisProcess ImprovementRequirements GatheringProcess MappingSOP DevelopmentQuality Assurance

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Business Process AnalysisProcess ImprovementRequirements Gathering

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About the Role

Element Fleet Management is looking for a Business Methods Analyst, Voice AI Operations to lead business process analysis, operational improvement, and governance for voice AI solutions.

Key Skills for This Role

Business Process AnalysisProcess ImprovementRequirements GatheringProcess MappingSOP DevelopmentQuality Assurance

Responsibilities

Lead analysis of business processes, operational workflows, and customer interaction activities to identify opportunities for efficiency improvement, automation, quality improvement, and process optimization
Gather, analyze, and document business requirements from stakeholders and translate them into actionable process enhancement recommendations
Evaluate and recommend improvements to business methods, systems, procedures, and workflows through the adoption of Agentic AI and other digital solutions
Lead cross functional coordination for assigned voice AI use cases, ensuring business requirements, process impacts, testing needs, operational readiness, and change control activities are aligned
Own and maintain the internal operating process for voice AI use cases, including intake, setup coordination, prompt and script management, QA validation, issue tracking, reporting, knowledge management, and release readiness
Create and maintain process maps, SOPs, QA checklists, test cases, validation documentation, operational readiness records, and governance materials
Lead structured testing and validation of voice AI interactions and document defects, process gaps, and improvement opportunities
Design, monitor, and maintain KPIs, dashboards, and reporting frameworks to measure operational effectiveness, voice AI performance, and service delivery outcomes
Provide recommendations to management that improve productivity, service quality, compliance, cost efficiency, and operational performance
Lead coordination of contracted staff, testers, vendor resources, or project support resources assigned to documentation, testing, reporting, data quality, or process improvement activities

Requirements

Bachelor's degree or college diploma in Business Administration, Commerce, Finance, Economics, Information Systems, Operations Management, or a related discipline
Typically requires 4–5 years of experience in business analysis, process improvement, operations, governance, quality assurance, reporting, or a related field
Proficiency in Microsoft Office applications, reporting tools, dashboards, process documentation tools, and issue tracking routines
Strong verbal and written communication skills
Strong requirements gathering, process mapping, SOP development, documentation, reporting, issue tracking, change control, and governance skills
Ability to independently analyze and provide advice on business methods, operating models, managerial processes, systems, procedures, controls, and service delivery workflows

Full Job Posting

About the Role

We’re looking for a Business Methods Analyst, Voice AI Operations to join our Operations team.
In this role, you will lead business process analysis, operational improvement, governance, quality assurance, reporting, and cross functional coordination supporting the organization’s voice AI operating model.

What You’ll Do

Lead analysis of business processes, operational workflows, and customer interaction activities to identify opportunities for efficiency improvement, automation, quality improvement, and process optimization.
Gather, analyze, and document business requirements from stakeholders and translate them into actionable process enhancement recommendations and implementation considerations.
Evaluate and recommend improvements to business methods, systems, procedures, and workflows through the adoption of Agentic AI and other digital solutions.
Lead cross functional coordination for assigned voice AI use cases, ensuring business requirements, process impacts, testing needs, operational readiness, and change control activities are aligned across teams.
Own and maintain the internal operating process for voice AI use cases, including intake, setup coordination, prompt and script management, QA validation, issue tracking, reporting, knowledge management, and release readiness.
Create and maintain process maps, SOPs, QA checklists, test cases, validation documentation, operational readiness records, and governance materials.
Lead structured testing and validation of voice AI interactions and document defects, process gaps, and improvement opportunities while tracking resolution and validating fixes.
Design, monitor, and maintain KPIs, dashboards, and reporting frameworks to measure operational effectiveness, voice AI performance, and service delivery outcomes.
Provide recommendations to management that improve productivity, service quality, compliance, cost efficiency, and operational performance.
Lead coordination of contracted staff, testers, vendor resources, or project support resources assigned to documentation, testing, reporting, data quality, or process improvement activities, as required.

Basic Qualifications

Bachelor's degree or college diploma in Business Administration, Commerce, Finance, Economics, Information Systems, Operations Management, or a related discipline is required.
Typically requires 4–5 years of experience in business analysis, process improvement, operations, governance, quality assurance, reporting, or a related field.
Proficiency in Microsoft Office applications, reporting tools, dashboards, process documentation tools, and issue tracking routines.
Strong verbal and written communication skills.
Strong requirements gathering, process mapping, SOP development, documentation, reporting, issue tracking, change control, and governance skills.
Ability to independently analyze and provide advice on business methods, operating models, managerial processes, systems, procedures, controls, and service delivery workflows.

Preferred Qualifications

Experience leading cross functional process analysis, operational improvement, documentation, quality validation, reporting, or change control activities.
Familiarity with business process redesign, operational systems, contact center workflows, governance routines, and technology enabled process improvement.
Working knowledge of, or ability to quickly learn, enterprise systems such as Xcelerate and Salesforce.
Exposure to Agentic AI, intelligent automation tools, or AI enabled workflow improvement.
Ability to partner with and influence cross functional technical and non technical teams.
Highly organized, analytical, self motivated, detail oriented, and comfortable operating in changing environments.

Compensation

The hiring base salary range for this position is CAD 76,300 CAD 104,900 annually.
Actual compensation within this range will be dependent upon the individual’s knowledge, skills, experience, equity with other team members, and alignment with market data.

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