Job Description

Job Description

Job Title: Business Analyst

• Working with 23–24 Lines of Business (LOBs) that make outbound phone calls.
• Each LOB has distinct use cases and calling processes that must be reviewed and documented.
• Monthly working sessions established with all LOBs; open to Risk, Technical, Compliance, and other stakeholders.
• This forum will be used for program updates and cross-functional alignment.
• Additional smaller meetings will need to be scheduled and led as required.

• Primarily a Business Analyst (BA) role with strong Program/Project Management skills.
• Responsibilities include:
  • Developing and maintaining project plans
  • Providing bi-weekly status updates
  • Creating executive-level decks
  • Reporting up and down throughout the program
  • Representing or speaking on behalf of ECRS
• Will interface with:
  • Business LOBs
  • Technical teams
  • Risk and Compliance
• Deliverables include:
  • High-level business requirements
  • TCPA use cases
  • Documentation of different types of calls (e.g., preference changes, opt-outs)
• Need to define how opt-outs are expressed and understood (e.g., opt-out of one vs. all calls, except fraud).

• Strong TCPA knowledge and hands-on implementation experience (not just advisory).
• Comfortable working in an environment where:
  • Training will change across LOBs
  • Call center screens and workflows may evolve as the solution is built
• Desired experience:
  • Contact center background (highly preferred)
  • Privacy certifications (CPRA desired, but any privacy background is valuable)
  • Familiarity with Agile concepts and user stories (not required, but helpful)
• Technical background not required, but must understand system mechanics well enough to assess feasibility.
  

• Health, vision, and dental insurance (single and family coverage)
• 401(k) plan (employee contributions only)

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