Sr. Process Improvement

Job Title:

Job Description

The Sr. Process Improvement will play the vital link between our information technology capacity, data - reporting sources available and our business objectives (Continues Improvement and Innovation) by supporting and working closely with stakeholders to ensure the successful completion of the analytical process, building, testing and deployment tasks in multiple projects.​

Business Analyst Job Responsibilities:

• Identify, analyzes, specifies, and validates the business needs of stakeholders, be they PEM, TLs, OMs, SOMs or DPE.
• Build a strong relationship of teamwork and trust with project stakeholders and establish a clear framework to ensure we correctly prioritize requirements
• Proactively analyzes and shows to stakeholders opportunities to continuously improve or innovate at Client/Internal levels.
• Collaborates with project sponsors or implementers to determine projects scope and vision while analyzing and verifying requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards (documentation and others).
• Conducts interviews or observations to gather customer/agents requirements to drive better service experience via workshops, questionnaires, surveys, floor visits, workflow storyboards, use cases, scenarios, customer/User journey mapping and other methods.
• Creates process models, specifications, diagrams, and charts to provide direction to Leaders and/or the project team on what is the best for the business.
• Work along with the Operation to establish scope and parameters of requirements analysis on a project-by-project basis to define project impact, outcome criteria, and metrics.
• Researches, reviews, and analyzes the effectiveness and efficiency of existing requirements-gathering processes and develops strategies for enhancing or further leveraging these processes.
• Assists in conducting research on products, process, and policies to support client market intelligence and penetration.
• Participates in the QA & Training - WFM Process Studies to ensure tools and processes feature functions and are continuously optimized.
• Manages and tracks the status of requirements throughout the project lifecycle; enforces and redefines as necessary.
• Communicates changes, enhancements, and modifications of business requirements — verbally or through written documentation — to project managers, leadership, and other stakeholders so that issues and solutions are understood.
• Create and if possible, automate various types of reports using Visual Basic, Data Studio, Power BI, Google Studio among others.
• Analyze data & reports to provide valuable insights to the Operations on regards of all the KPI`s managed by the Operation.
• Establish and maintain a variety of data files and records in an organized manner.
• Communicate clearly and concisely, both orally and in writing, and understand and carry out oral and written directions.
• Manage and monitor daily requests from the Operations.
• Oriented to continuous improvement on processes and practices.
• Manage proactively and efficiently Data by Agent, by Lead, by LOB.
• Executive Summaries and correlations across CSAT & QA metrics.
• Must be able to work overtime as required.

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