Continuous Improvement Specialist
1 month ago
At INSPYR Solutions, we're seeking a skilled Continuous Improvement Analyst to join our team. As a key member of our organization, you will play a vital role in driving business growth and excellence through process optimization and improvement.
Job Summary:
The Continuous Improvement Analyst will be responsible for analyzing and resolving global issues and improvement opportunities affecting the Retention & Care and Inbound Sales organization. This role requires a strong analytical mindset, excellent communication skills, and the ability to work effectively with cross-functional teams.
Key Responsibilities:
- Perform and document Customer Care impact assessments for business rule and process improvement changes driven from various business units and departments.
- Identify opportunities and document technical system and process requirements to improve operational efficiencies and customer service-related global issues.
- Create detailed business requirements or user stories, including screen design and system rules, to account for all scenarios and use cases.
- Prepare and deliver business cases based on solid analysis and business intuition.
- Provide analytical and technical support to Customer Care teams for analysis of internal business processes and system capabilities.
- Create and execute test cases to ensure new system functionality is implemented as designed.
- Gain cross-functional support and approval for system and process changes from key stakeholders.
- Prepare and deliver accurate communications to the Customer Care organization in support of implemented changes.
- Coordinate with the Training group and develop and document training requirements, training materials, and provide training as required.
- Work within the IT Change Management process to affect timely and complete implementation of system and process changes.
Requirements:
- Undergraduate degree from an accredited four-year college or university (preferred) or significant relevant work experience.
- 6-12 months of experience in a call center or consumer services setting.
- Excellent organizational, time management, project management, analytical, problem-solving, communication, and verbal & written presentation skills.
- Able to handle multiple tasks simultaneously and prioritize tasks as needed.
- Strong work ethic and ability 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.
About INSPYR Solutions:
We're a national expert in delivering flexible technology and talent solutions, strategically aligning industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. We strive for excellence and focus on the human aspect of our business, working seamlessly with our talent and clients to match the right solutions to the right opportunities.
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