Kat Harris

IDR is seeking a Continuous Improvement Analyst to join one of our top clients for an opportunity in Houston, TX. This role focuses on analyzing and improving business processes within a customer care and sales environment, supporting multiple functional groups to enhance operational efficiency and customer experience. The position offers the chance to work in a dynamic, project-oriented setting within a leading organization in the industry.

Position Overview for the Continuous Improvement Analyst:

• Responsible for analyzing and resolving global issues and identifying process improvement opportunities for the Retention & Care and Inbound Sales organizations.
• Monitors the effectiveness of business processes, conducts analysis, documents workflows, and communicates process improvements across multiple teams.
• Collaborates with IT, Back Office Operations, Consumer Operations, Marketing, Legal, and Regulatory teams to implement new products, systems, and services.
• Develops detailed business requirements, user stories, and test cases to support system enhancements without disrupting customer experience.
• Acts as a liaison between customer care and other departments, ensuring successful implementation and training for process changes.

Requirements for the Continuous Improvement Analyst:

• Over 2 years of experience in a call center or consumer services environment.
• Experience writing detailed business requirements and user stories for system improvements.
• Proven ability to coordinate and document user acceptance testing.
• Strong communication skills for creating and delivering process and system change communications.
• Knowledge of project management principles and cross-functional stakeholder support.

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row

#LI-Hybrid