Continuous Improvement Analyst

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We are seeking a Continuous Improvement Analyst to identify and document process improvement opportunities that result in operational efficiencies and/or increased customer service for one of our top clients! If you're looking for an opportunity to work for a rapidly growing company in Houston, APPLY TODAY!
 
Overview: 
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 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. 
 
Responsibilities: 

• Perform and document Customer Care impact assessments for business rule and process improvement changes driven from a variety of business units and departments. 
• Identify and document process improvement opportunities that result in operational efficiencies and/or increased customer service. 
• Prepare and deliver business cases based on solid analysis and business intuition. 
• Gain cross functional support and approval for system and process changes from key stakeholders. 
• Work within the IT Change Management process to affect timely and complete implementation of system and process changes. 
• Manage small to mid-size changes into the Customer Care organization through coordination with key business and information technology teams. 
• Prepare quality business requirements or user stories, and functional design documentation for requested changes. 
• Perform and document testing for system and processes changes. 
• Document end user processes, step actions, and scripting in support of all implemented changes. 
• Prepare and deliver accurate communications to the Customer Care organization in support of implemented changes. 
• Coordinate with the Training group to deliver training to all Customer Care Representatives (CCRs), Supervisors and Management, as applicable. 
• Act as a liaison between the Customer Care organization and other business units and departments. 

Top Skills: 

• 2+ years of experience in a call center or consumer services setting

• 2+ years of experience in business process analysis and improvement (process mapping, workflow design, efficiency opportunities)

• 2+ years of experience in requirements gathering and documentation (business requirements, user stories, functional specs).

• 1–2 years of experience in testing and quality assurance (UAT, process validation). 

• 1–3 years of experience in project coordination or Agile practices. 

Nice to Have: 

• Project management or Agile certification (Scrum, PMP, etc.)
• Leadership and relationship-building experience across business and IT teams
• Exposure to training, workforce management analysis, or performance management

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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