Process Analyst I, II or III - Customer Care - onsite, Columbus

Job Summary

Analyzes and measures the effectiveness of existing contact center processes and develops sustainable, repeatable and quantifiable process improvements. Assists team members in the development and analysis of process improvement techniques and methodologies. Reports on the progress and results of process improvement initiatives. Facilitates the process for each improvement project. Studies, analyzes, and develops existing processes to improve efficiency standard management processes for the department, business unit, and/or company using a process framework.

Job Duties And Responsibilities

• Assists team members in basic process improvement techniques and methodologies. Applies problem solving processes (i.e., Plan Do Check Act (PDCA), RSA, or Six Sigma principles) using critical thinking and analytical skills.
• Generates reports and tracks process improvement results and progress.
• Develops written processes, procedures and protocols for the department standards to ensure effective and efficient methods of providing support. Creates job aides including diagrams, workflows, and training materials to properly document.
• Assists with updating policies and procedures for new application functionality. Assists in identifying risks and participates in continuous process improvements within the division.
• Promotes continual process improvement through collaboration, documenting processes, understanding the business need.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.
  
  

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an Equal Opportunity Employer supporting diversity in the workplace

Minimum Education:

Bachelors Degree in Business Administration or related field or an equivalent combination of education and experience.

Minimum Experience:

One year of process/continuous improvement or business analysis experience

Required Knowledge, Skills, & Abilities:

• Analytical skills and the ability to analyze information using professional knowledge, experience and judgment
• Strong verbal and written communication skills
• Proficiency using office software products such as Word, Excel, PowerPoint
  
  

Preferred Knowledge, Skills, & Abilities:

• Practical knowledge of continuous improvement and process analysis
• Process improvement or business analysis experience in a customer service / contact center environment
• Experience using customer service/contact center systems and applications
• Experience developing, implementing and maintaining policies, procedures and operating standards
• Six Sigma experience including Lean/Six Sigma Green or Black Belt
• Project management skills and the ability to work on multiple projects at a time
• Quality Improvement Associate certification
• Business Process Management or Business Analysis certification