Senior Business Analyst – Call Centre Operations (Qatar)
Are you passionate about transforming customer service experiences through data-driven insights and innovative solutions? Do you have the expertise to lead large-scale analysis projects and optimize call centre operations? If so, this opportunity in Qatar could be the next big step in your career.
Location
Doha, Qatar
Job Type
Full-Time | Permanent
Job Purpose
The Senior Business Analyst – Call Centre Operations will lead business analysis initiatives across enterprise-level call centres. This role is designed for professionals who thrive on improving service delivery, operational efficiency, and citizen experience. Acting as a bridge between a business stakeholders, IT teams, and service providers, the Senior Business Analyst ensures that call centre solutions align seamlessly with organizational strategy, compliance requirements, and customer expectations.
Key Responsibilities
Operational Analysis
Examine call volumes, service levels, KPIs, SLAs, and customer satisfaction metrics.
Identify gaps and opportunities for improvement in IVR, CRM, case management, omnichannel services, and workforce management.
Recommend process improvements to enhance efficiency, reduce response times, and elevate service quality.
Support the implementation and optimization of call centre technologies and platforms.
Stakeholder Management
Act as a liaison between business units, IT teams, vendors, and external service providers.
Facilitate workshops, interviews, and requirement-gathering sessions with stakeholders.
Present findings, business cases, and recommendations to senior management in a clear, actionable format.
Data Analysis & Reporting
Develop business reports, dashboards, and performance metrics tailored to call centre operations.
Conduct root-cause analysis for operational issues and service failures.
Ensure data accuracy, integrity, and compliance with ministry reporting standards.
Governance & Compliance
Guarantee that business processes comply with government regulations, policies, and data protection standards.
Support audits, risk assessments, and governance reviews related to call centre operations.
Contribute to documentation, SOPs, and knowledge management practices.
Leadership & Mentorship
Provide guidance and mentorship to junior business analysts.
Lead analysis workstreams in large-scale or cross-functional projects.
Promote best practices in business analysis and continuous improvement.
Education & Qualifications
Bachelor’s degree in Business Administration, Information Systems, Management, Engineering, or a related field.
Master’s degree is an added advantage.
Experience & Expertise
Minimum 10 years of professional experience as a Business Analyst or in a similar role.
Extensive background in Call Centre / Customer Service Operations, ideally within government, public sector, or large enterprise environments.
Proven expertise in CRM systems, call centre platforms, IVR, case management, and digital service channels.
Strong track record in managing complex stakeholders and leading large-scale transformation projects.
Why This Role Matters
This position is not just about analyzing numbers—it’s about shaping the future of customer service delivery. By leveraging technology, data, and process optimization, the Senior Business Analyst will directly contribute to improving citizen experiences, ensuring compliance, and driving operational excellence across the organization.
Company Overview
ECCO Gulf is a leading outsourcing and customer experience management company based in Doha, Qatar. With a strong reputation across the GCC, ECCO Gulf specializes in delivering end-to-end business solutions that help organizations improve efficiency, enhance customer satisfaction, and embrace digital transformation.
For more than a decade, ECCO Gulf has been a trusted partner for both government and private sector clients, offering tailored services that combine technology, skilled talent, and compliance-driven practices.
Core Services
ECCO Gulf provides a wide range of solutions designed to meet the evolving needs of modern enterprises:
Call Centre Operations – Multilingual support, omnichannel services, and workforce management.
Customer Experience Management – Strategies to improve citizen and customer satisfaction.
Business Process Outsourcing (BPO) – Outsourcing solutions for finance, HR, and administrative functions.
Technology Enablement – CRM, IVR, and digital platforms to optimize service delivery.
Governance & Compliance – Ensuring alignment with government regulations and industry standards.
Industries Served
ECCO Gulf works across diverse sectors, including:
Government & Public Sector
Telecommunications
Banking & Financial Services
Healthcare
Retail & E-commerce
Energy & Utilities
Why Choose ECCO Gulf?
Proven expertise in outsourcing and customer service excellence.
Strong reputation in the GCC for quality, compliance, and reliability.
Multicultural workforce with deep industry knowledge.
Commitment to digital transformation and continuous improvement.
Strategic partnerships with leading organizations across multiple industries.
Careers & Culture
ECCO Gulf is more than just a service provider — it’s a place where talent grows and thrives. The company invests in training, mentorship, and career development, ensuring employees are equipped to deliver world-class customer experiences.
Working at ECCO Gulf means being part of a dynamic, multicultural environment that values innovation, collaboration, and professional growth.
How to Apply
Ready to take on this exciting challenge? Submit your application today:
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