Senior Business Analyst

Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for a Senior Business Analyst in Boston, MA!

The Team & Role

Fidelity Center for Applied Technology (FCAT) is seeking a Senior Business Analyst to join our innovative Product group and to support the deployment and optimization of FCAT’s cutting-edge Automated Quality Management (AQM) tool. This tool uses AI to transcribe, summarize, and evaluate customer phone interactions, measuring associate adherence to the Interaction Call Model (ICM) and enabling data-driven coaching and self-led development.

This role will be instrumental in shaping the future of financial services by leveraging Artificial Intelligence (AI), LLMs to develop innovative products and services. Reporting to the Director of Business / Systems Analysis, you will collaborate with cross-functional teams to explore emerging technologies, prototype solutions, and drive strategic initiatives.

In this role, you will bridge the gap between technology and people by analyzing AQM tool-generated insights, identifying performance trends, and supporting coaching initiatives that elevate the client experience. You will play a key role in ensuring the accuracy, fairness, and effectiveness of AQM as a tool for continuous learning and quality improvement across Brokerage Client Service teams.

The Expertise & Skills you bring

Bachelor’s degree required; MBA or MS preferred.
Over 10 years of experience in business analysis, specializing in process flow design, use case/story development, and detailed documentation.
Proven ability in translating complex business needs into clear technical requirements and actionable Agile user stories.
Collaborate in the design, development, and refinement of call evaluation tools, offering strategic recommendations to enhance user experience and product clarity.
Analyze automated call scores, transcripts, summaries to uncover performance trends, coaching opportunities.
Partner with team leads and coaches to convert insights into targeted development plans and data-driven coaching strategies.
Demonstrates an innovative attitude and is enthusiastic about working with and continuously learning new technologies and their impact on business.
Experience with LLMs, prompt engineering or conversational AI is preferred.
Experience with quality monitoring and speech analytics platforms such as NICE is plus.
Proven ability to navigate and manage ambiguity, adapt to changing priorities and work environments, and thrive in fast-paced, innovative settings.
Excellent communication skills to convey complex information clearly and concisely, along with strong analytical, collaboration, and critical thinking skills.

The hourly pay rate range for this position is $55.00-74.55 per hour.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.

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Senior Business Analyst