Business Analyst, Speech Analytics

Title: Business Analyst, Speech Analytics

Location: Remote Worker Home Office (MA)

Job Description:

Who We Are

Point32Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare. Serving nearly 2 million members, Point32Health builds on the legacy of Harvard Pilgrim Health Care and Tufts Health Plan to provide access to care and empower healthier lives for everyone. Our culture revolves around being a community of care and having shared values that guide our behaviors and decisions. We’ve had a long-standing commitment to inclusion and equal healthcare access and outcomes, regardless of background; it’s at the core of who we are. We value the rich mix of backgrounds, perspectives, and experiences of all of our colleagues, which helps us to provide service with empathy and better understand and meet the needs of the communities where we serve, live, and work. 

We enjoy the important work we do every day in service to our members, partners, colleagues and communities. Learn more about who we are at Point32Health.

Job Summary

We are seeking a skilled Business Analyst to join our dynamic team. The Business Analyst plays a key role in helping Service & Experience understand and improve the member and provider experience through data-driven insights. This position is responsible for analyzing call, chat, and other operational data to identify trends, uncover root causes, and translate customer feedback into actionable recommendations. By leveraging speech and text analytics, reporting, and business intelligence tools, the Business Analyst helps leaders better understand what drives contact volume, repeat contacts, customer satisfaction, operational performance, and overall service experience.

Working closely with Operations, Quality, Training, Workforce Planning, and other business partners, this role transforms large volumes of customer interaction and operational data into meaningful insights that support decision-making and continuous improvement. The Business Analyst develops reports and dashboards, conducts detailed analyses, documents business requirements, and collaborates with stakeholders to identify opportunities for process, training, technology, and experience enhancements. This position serves as a critical link between operational data and business action, helping ensure customer insights drive measurable improvements across Service & Experience and support key business and membership goals.

Job Description

Key Responsibilities/Duties – what you will be doing (top five):

• Conduct detailed analyses of business processes and requirements.
• Translate business requirements into actionable specifications for technical teams.
• Develop and implement strategies to achieve business goals.
• Collaborate with stakeholders to understand their needs and gather requirements.
• Evaluate current business processes and systems to propose improvements.
• Perform data analysis to support decision-making processes.
• Create clear and concise documentation including business requirements, functional specifications, and test plans.
• Assist in project management activities such as planning, scheduling, and coordination.
• Conduct user acceptance testing and provide post-implementation support.
• Stay updated with industry trends and best practices in business analysis.
• Other duties as assigned

Qualifications – what you need to perform the job

Certification and Licensure

• N/A

Education

• Required (minimum): Bachelor’s degree in business administration, Finance, Computer Science, or related field.

Experience

• Required (minimum): 1-3 years of professional experience
• Preferred: 1-3 years of professional experience in business development 

Skill Requirements

• Proven experience as a Business Analyst or similar role.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Excellent communication and interpersonal skills to effectively collaborate with stakeholders at all levels.
• Ability to prioritize and manage multiple tasks simultaneously.
• Experience with business analysis tools and methodologies.
• Familiarity with project management principles and practices.
• Proficiency in Microsoft Office Suite, especially Excel and PowerPoint.
• Certification in Business Analysis (e.g., CBAP) is a plus.

Working Conditions and Additional Requirements (include special requirements, e.g., lifting, travel):

• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.

Salary Range

$62,472.62 -$93,708.94

Compensation & Total Rewards Overview

The annual base salary range provided for this position represents a range of salaries for this role and similar roles across the organization.  The actual salary for this position will be determined by several factors, including the scope and complexity of the role; the skills, education, training, credentials, and experience of the candidate; as well as internal equity. As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company’s sole discretion, consistent with the law.

Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes:

• Medical, dental and vision coverage

• Retirement plans

• Paid time off

• Employer-paid life and disability insurance with additional buy-up coverage options

• Tuition program

• Well-being benefits

• Full suite of benefits to support career development, individual & family health, and financial health

For more details on our total rewards programs, visit https://www.point32health.org/careers/benefits/