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Technical Business Analyst – UX, Systems Reporting

2 weeks ago

Muscat, Muscat, Oman Qpay Full time 90,000 - 120,000 per year

To serve as the key bridge between product design, business operations, and end-user support by driving improvements in UX/UI design, system report structure, and support process flow. The role combines technical troubleshooting, business process optimization, and oversight of day-to-day activities in the contact center or support hub.

Principal Accountabilities:

UX/UI Interface Support


• Work closely with product and design teams to translate business needs into user-centric interfaces.


• Participate in user testing, usability audits, and feedback loops.


• Document UI/UX issues reported by users and assist in prioritizing them for resolution.

System Reports & Analytics


• Define and maintain report structures for operations, transactions, and KPIs.


• Generate and automate recurring reports (e.g., onboarding metrics, ticket volumes, conversion rates).


• Support root-cause analysis when data inconsistencies or anomalies are found.

Technical Troubleshooting


• Investigate issues raised by users or call center agents.


• Document bugs or enhancements and coordinate with IT/Dev teams for resolution.


• Act as 1st/2nd line support liaison for non-development related system issues.

Process Design & Optimization


• Map current-state business and support flows (e.g., user onboarding, ticket handling, refunds).


• Identify bottlenecks and recommend improvements aligned with UX and service KPIs.


• Create SOPs and training materials to standardize issue resolution and reporting.

Call Center Supervision


• Serve as technical and procedural lead for call center agents.


• Conduct briefings, knowledge-sharing sessions, and process refreshers.


• Monitor SLAs (response times, resolution rates) and provide weekly performance feedback.