Continuous Improvement Analyst

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IDR is seeking a Continuous Improvement Analyst to join one of our top clients for an opportunity in Houston, TX. This role focuses on analyzing and improving business processes within a customer care and sales environment, supporting multiple functional groups to enhance operational efficiency and customer experience. The position offers the chance to work in a dynamic, project-oriented setting within a leading organization in the industry.

Position Overview for the Continuous Improvement Analyst:

• Responsible for analyzing and resolving global issues and identifying process improvement opportunities for the Retention & Care and Inbound Sales organizations.
• Monitors the effectiveness of business processes, conducts analysis, documents workflows, and communicates process improvements across multiple teams.
• Collaborates with IT, Back Office Operations, Consumer Operations, Marketing, Legal, and Regulatory teams to implement new products, systems, and services.
• Develops detailed business requirements, user stories, and test cases to support system enhancements without disrupting customer experience.
• Acts as a liaison between customer care and other departments, ensuring successful implementation and training for process changes.

Requirements for the Continuous Improvement Analyst:

• Over 2 years of experience in a call center or consumer services environment.
• Experience writing detailed business requirements and user stories for system improvements.
• Proven ability to coordinate and document user acceptance testing.
• Strong communication skills for creating and delivering process and system change communications.
• Knowledge of project management principles and cross-functional stakeholder support.

What’s in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated’s Best of Staffing® Client and Talent Award winner 12 years in a row

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IDR is an equal opportunity employer. We provide reasonable accommodations for disabled employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, criminal history, or any other protected category under applicable federal, state, or local laws. We consider all qualified applicants, including those with criminal histories, in compliance with applicable Fair Chance laws.

To comply with civil rights laws, we invite applicants to voluntarily self-identify their race, ethnicity, gender, and veteran status. This information is confidential, optional, and will not affect your application. You may access this form here.

Pursuant to pay transparency laws, salary ranges and benefits will be disclosed where required by law. Compensation is based on factors such as experience, skills, and qualifications.

If you require a reasonable accommodation during the application or interview process, please contact Human Resources at hr@idr-inc.com

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