Process Improvement Analyst

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-t...