Business Analyst, Speech Analytics
Listed on 2026-07-27
-
Business
Data Analyst, Business Analyst, Business Systems & Technology Analysis
Who We Are
Point
32
Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare. Serving nearly 2 million members, Point
32
Health 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.
Point
32
Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare. Serving nearly 2 million members, Point
32
Health 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 Point
32
Health.
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 DescriptionKey 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
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).