Process Improvement Specialist

1 day ago


Pasig, National Capital Region, Philippines beBeeAnalyst Full time ₱800,000 - ₱1,200,000
Business Analyst Role

The ideal candidate will partner with stakeholders to evaluate and document business requirements, ensuring processes align with company goals. This collaboration encompasses working with project teams, proponents, and other stakeholders to deliver expected outcomes.

Main Responsibilities
  • Manage voice functional content and coordination tasks
  • Improve user experience for voice, IVR, trunklines, self-help, and call routing to agents
  • End-to-end process management from requirement analysis, business process mapping, user story creation, and acceptance criteria creation
  • Platform and customer channels functional content and coordination tasks
  • UX improvement for email, SMS, Viber, and other initiatives
  • Customer channel and platform/process management
  • Process and content improvement for all CX touchpoints and resolving units for technical and non-technical concerns
Qualifications
  • A bachelor's degree in industrial engineering, IT, computer science, business, or a related field
  • 3-5 years of experience in handling business processes and/or process improvement initiatives for ICT companies
  • Training or certification in ITIL, Lean Six Sigma, design thinking, and human-centered design is preferred but not required
  • Experience in managing process design, business process assessment, documentation, and improvement initiatives
  • Proven ability to manage projects and user testing
  • Strong working knowledge of Microsoft applications
  • Extensive experience in data visualization and change management
Seniority Level
  • Mid-senior level
Employment Type
  • Contract
Job Function
  • Analyst
  • IT Services and Consulting


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