Continuous Improvement Specialist

4 weeks ago

Houston, Texas, United States Matlen Silver Full time
Job Title: Continuous Improvement Analyst

Duration: 6+ months on W2

Location: (Hybrid)

Required Pay Scale: $29-31/hr on W2

Due to client requirements, this role is only open to USC or GC candidates.

The Continuous Improvement Analyst is responsible for analyzing and resolving global issues and/or improvement opportunities affecting the Retention & Care, and Inbound Sales organization. This role involves monitoring the effectiveness of business processes, conducting analysis, making recommendations, documenting processes, communicating those processes to the organization, and coordinating implementation for system and process improvements.

Key Responsibilities:

  1. Perform and document Customer Care impact assessments for business rule and process improvement changes driven from various business units and departments.
  2. Identify opportunities and document technical system and process requirements to improve operational efficiencies and customer service-related global issues.
  3. Create detailed business requirements or user stories, including screen design and system rules, to account for all scenarios/use cases and improve or not negatively impact the customer experience and other Customer Care and Acquisition metrics.
  4. Prepare and deliver business cases based on solid analysis and business intuition.
  5. Provide analytical and technical support to Customer Care teams for analysis of internal business processes and system capabilities to improve accuracy and efficiency related to completion of global issues.
  6. Create and execute test cases to ensure new system functionality is implemented as designed and existing functions are not adversely impacted.
  7. Gain cross-functional support and approval for system and process changes from key stakeholders.
  8. Prepare and deliver accurate communications to the Customer Care organization in support of implemented changes, including documenting agent processes, step actions, and scripting.
  9. Coordinate with the Training group and develop and document training requirements, training materials, and provide training as required for call center representatives, supervisors, and management.
  10. Work within the IT Change Management process to affect timely and complete implementation of system and process changes.
  11. Own the outcome (success or failure) of the business process improvement and system enhancement implemented.
  12. Act as a liaison between the Customer Care organization and other business units and departments.
  13. Maintain close and ongoing relationships with internal customer-facing groups as well as Back Office to affect timely response to customer issues.

Requirements:

Must have 1-2 years of recent experience as a Business Analyst.

Must have actual experience writing business requirements and not just understanding them.

Process Improvement is a must. The ideal candidate will have a broad range of experience within a number of functions, including technology design and implementation, business process development, training, and performance management.

Additional Knowledge, Skills, and Abilities:

Ability to thrive in an environment that is developing and growing quickly.

Excellent organizational, time management, project management, analytical, problem-solving, communication, and verbal & written presentation skills.

Able to handle multiple tasks simultaneously; ability to deal with conflicting demands and prioritize tasks as needed.

Ability to overcome major obstacles and recognize early when issues should be escalated.

Strong work ethic.

Must be an effective team player; able to collaborate well on cross-functional teams.

High level of honesty and integrity.

Excellent grasp of project management lifecycle.

Excellent personal computer skills, including Word, Excel, PowerPoint, and MS Teams are required.

Results-oriented.

Strong leadership skills. Proactively look for and request leadership opportunities.

SAP – CCS and/or agent interface skills preferred.

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