Continuous Improvement Analyst

INSPYR Solutions - Houston, TX

Full-time - Entry Level

Houston, TX

Administrative and Support Services

About the position

The Continuous Improvement Analyst plays a crucial role in analyzing and resolving global issues and improvement opportunities within the Retention & Care and Inbound Sales organization. This position involves monitoring business processes, conducting analyses, making recommendations, and coordinating the implementation of system and process improvements to enhance operational efficiency and customer service. The analyst collaborates with various functional groups and external teams to ensure that new products and services are effectively integrated without negatively impacting customer experience or call center metrics.

Responsibilities

• Perform and document Customer Care impact assessments for business rule and process improvement changes.
• Identify opportunities and document technical system and process requirements to improve operational efficiencies and customer service.
• Create detailed business requirements or user stories including screen design and system rules.
• Prepare and deliver business cases based on solid analysis and business intuition.
• Provide analytical and technical support to Customer Care teams for 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 regarding implemented changes.
• Coordinate with the Training group to develop and document training requirements and materials.
• Work within the IT Change Management process for timely implementation of changes.
• Own the outcome of the business process improvement and system enhancement implemented.
• Act as a liaison between the Customer Care organization and other business units.
• Maintain close relationships with internal customer-facing groups and Back Office.

Requirements

• Undergraduate degree from an accredited four-year college or university preferred, or significant relevant work experience.
• 6-12 months experience in a call center or consumer services setting.
• Broad range of experience in technology design and implementation, business process development, training, and performance management.

Nice-to-haves

• Ability to thrive in a rapidly developing environment.
• Excellent organizational, time management, project management, analytical, and problem-solving skills.
• Strong communication and verbal & written presentation skills.
• Ability to handle multiple tasks and prioritize effectively.
• Strong work ethic and team player mentality.
• High level of honesty and integrity.
• Excellent grasp of project management lifecycle.
• Proficient in Microsoft Word, Excel, PowerPoint, and MS Teams.

Benefits

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• ...and much more!