Continuous Improvement Analyst

Continuous Improvement / Business Analyst

Location : Houston, TX 77002 Hybrid, in office 4 days / week

Contract Duration : currently approved for 12 months (possible extension to a maximum of 18 months). Potential to convert after 6 months.

Pay Range : $43.92-$47.30 per hour

Job Summary :

• The Continuous Improvement Analyst is responsible for the analysis and resolution of global issues and / or improvement opportunities affecting the Retention & Care, and Inbound Sales organization. In addition, the Continuous Improvement Analyst must monitor the effectiveness of business processes, conduct analysis, make recommendations, document processes, communicate those processes to the organization, and coordinate implementation for system and process improvements. The analyst must develop skills and knowledge to effectively address and resolve issues across multiple functional groups including, but not limited to, Information Technology, Back Office Operations (including invoicing, credit, collections, remittance processing, and service initiation), Consumer Operations, Marketing, Legal and Regulatory. Continuous Improvement Analysts also work extensively with teams external to Customer Care to implement all new products, services, new brands and lines of business for both the Acquisition and Retention Call Centers. These analysts also implement most new systems for call center, chat and email agents. In this role, the analyst ensures the external requesting areas achieve their business goals, while ensuring Call Center metrics and the customer experience are not adversely impacted (or are improved).

Essential Duties / Responsibilities :

Working Conditions :

Minimum Requirements :

Preferred Qualifications :

Additional Knowledge, Skills and Abilities :

MUST HAVES – (candidates need to have at least 3 of the 4 items outlined below)

1. Experience writing announcements to call center agents : communicating in writing to system user groups on new business rules, manual or system step actions to take, etc. The size of the group doesn’t matter, but the quality has to be high as our BAs write training update communications to 1200 system users in 1 / 4 to 1 / 2 a page “topic” or documents;

2. Experience editing (and sometimes creating new) process step action documents that cover all the steps agents need to take, both manually and / or verbally, with customers; plus the steps to take in the system after the improved process is implemented.

3. Experience writing detailed business requirements for system improvements (not leading groups to identify / learn / confirm requirements). We don’t need a team lead, Project Manager or Scrum Master, we have those already). We need the person that will work with those individuals and be responsible for writing / capturing the business requirements / user story; and

4. Experience actually executing User Acceptance Testing themselves (not leading or monitoring the test teams), determining pass / fail for each test case and validating the production environment is working as designed when the project launches.