About the Role

We're looking for a Business Methods Analyst, Voice AI Operations to join our Operations team. In this role, you will lead business process analysis, operational improvement, governance, quality assurance, reporting, and cross-functional coordination supporting the organization's voice AI operating model. You will partner with business, operations, product, technical, and customer-facing teams to establish repeatable workflows, validate operational readiness, and provide data-driven recommendations. This role is responsible for ensuring voice AI solutions are reliable, auditable, compliant, measurable, and aligned to business requirements.

What You'll Do

• Lead analysis of business processes, operational workflows, and customer interaction activities to identify opportunities for efficiency improvement, automation, quality improvement, and process optimization.
• Gather, analyze, and document business requirements from stakeholders and translate them into actionable process enhancement recommendations and implementation considerations.
• Evaluate and recommend improvements to business methods, systems, procedures, and workflows through the adoption of Agentic AI and other digital solutions.
• Lead cross-functional coordination for assigned voice AI use cases, ensuring business requirements, process impacts, testing needs, operational readiness, and change-control activities are aligned across teams.
• Own and maintain the internal operating process for voice AI use cases, including intake, setup coordination, prompt and script management, QA validation, issue tracking, reporting, knowledge management, and release readiness.
• Create and maintain process maps, SOPs, QA checklists, test cases, validation documentation, operational readiness records, and governance materials.
• Lead structured testing and validation of voice AI interactions and document defects, process gaps, and improvement opportunities while tracking resolution and validating fixes.
• Design, monitor, and maintain KPIs, dashboards, and reporting frameworks to measure operational effectiveness, voice AI performance, and service delivery outcomes.
• Provide recommendations to management that improve productivity, service quality, compliance, cost efficiency, and operational performance.
• Lead coordination of contracted staff, testers, vendor resources, or project support resources assigned to documentation, testing, reporting, data quality, or process improvement activities, as required.

Basic Qualifications

• Bachelor's degree or college diploma in Business Administration, Commerce, Finance, Economics, Information Systems, Operations Management, or a related discipline is required; equivalent combination of education, training, and experience may be considered.
• Typically requires 4-5 years of experience in business analysis, process improvement, operations, governance, quality assurance, reporting, or a related field.
• Proficiency in Microsoft Office applications, reporting tools, dashboards, process documentation tools, and issue-tracking routines.
• Strong verbal and written communication skills, with the ability to clearly present findings, facilitate stakeholder discussions, influence decisions, and prepare professional reports and documentation.
• Strong requirements-gathering, process mapping, SOP development, documentation, reporting, issue-tracking, change-control, and governance skills.
• Ability to independently analyze and provide advice on business methods, operating models, managerial processes, systems, procedures, controls, and service delivery workflows.

Preferred Qualifications

• Experience leading cross-functional process analysis, operational improvement, documentation, quality validation, reporting, or change-control activities.
• Familiarity with business process redesign, operational systems, contact center workflows, governance routines, and technology-enabled process improvement.
• Working knowledge of, or ability to quickly learn, enterprise systems such as Xcelerate and Salesforce.
• Exposure to Agentic AI, intelligent automation tools, or AI-enabled workflow improvement.
• Ability to partner with and influence cross-functional technical and non-technical teams while maintaining accuracy, version control, prioritization, and documentation across multiple workstreams.
• Highly organized, analytical, self-motivated, detail-oriented, and comfortable operating in changing environments with a focus on governance, repeatability, and measurable outcomes.

Location: Currently located in Mississauga. Our Mississauga office will move to 1 Adelaide in Toronto in September 2026.

Compensation

The hiring base salary range for this position is $76,300 - $104,900 annually. Actual compensation within this range will be dependent upon the individual's knowledge, skills, experience, equity with other team members, and alignment with market data. Please note that the disclosed salary range is solely for candidates hired to perform work within this geographic location. Candidates hired to work in other locations will be subject to the pay range associated with that location.

What's in it for You
• A culture of innovation, empowerment, decision-making, and accountability
• Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness (for qualified roles)
• Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays) (for qualified roles)

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.