We are looking for a results-driven Process Improvement Analyst to support continuous improvement initiatives within a UnifyCX program. The role will focus on enhancing customer experience (CX) operations, improving service delivery, and driving efficiency across contact center and back-office processes. The analyst will use Six Sigma and Lean principles to identify gaps, reduce operational waste, and deliver measurable improvements in quality, productivity, and customer satisfaction.
Key Responsibilities
- Lead and support process improvement initiatives using the DMAIC framework
- Analyze CX performance data (AHT, FCR, CSAT, NPS, QA scores, escalation rates) to identify trends and gaps
- Conduct root cause analysis on customer complaints, repeat contacts, and service failures
- Collaborate effectively with cross-functional teams to drive initiatives and deliver results
- Design and maintain dashboards and reporting tools for real-time performance tracking
- Standardize processes across customer support channels (voice, chat, email)
- Demonstrate strong problem-solving, analytical thinking, and attention to detail in daily work
- Develop SOPs, control plans, and governance mechanisms to sustain improvements
- Facilitate continuous improvement workshops and Kaizen sessions
- Support client reporting and present insights, recommendations, and impact assessments
Qualifications
- Bachelor's degree in Industrial Engineering, Business, Data Analytics, or related field
- Certification in Six Sigma Green Belt or higher
- 2–5+ years of experience in process improvement within CX, BPO, or shared services environments
- Strong analytical and critical thinking skills with the ability to interpret data and generate insights
- Experience working with contact center metrics and operations
- Strong problem-solving, communication, and stakeholder management skills
- Ability to adapt quickly, manage multiple priorities, and work effectively in a fast-paced environment
