Operational Excellence Analyst

Position Summary

We are seeking a dynamic and detail-oriented Business Analyst with 6-8 years of experience in the Business Process Outsourcing (BPO) and Tech support industry. The ideal candidate will play a key role in analyzing business processes, identifying improvement opportunities, and implementing solutions that drive efficiency and value for our operational efficiency, productivity improvement, project margins and continual improvement. People should be smart analyzing the gaps, operational bottlenecks and find proactively the issues and review quality issues. This role involves close collaboration with ops team, MIS and WFM team, client and cross-functional teams, and stakeholders to ensure optimal business outcomes.

Key Responsibilities

• Analyze and document existing business processes and workflows within the BPO environment and tech support to identify operational gaps, inefficiencies, and areas for improvement. Review those areas which helps to improve the quality of services and help to improve CSAT and ESAT.
• Gather and interpret requirements from stakeholders and translate them into actionable project plans and business requirement and functional specification documentations and solutions.
• Develop detailed business requirement documents (BRDs), functional specifications, and process maps.
• Work closely with operations, IT, Finance, Payroll and client teams to implement process enhancements and technology solutions.
• Lead and facilitate process improvement initiatives using methodologies such as Six Sigma, Lean, or similar frameworks.
• Monitor and report on key performance indicators (KPIs) to track project success and ongoing process health.
• Provide training and support to staff on new procedures, tools, and best practices.
• Support management activities, ensuring smooth transitions and adoption of new processes.
• Conduct root cause analysis of operational issues and recommend corrective actions.
• Ensure compliance with industry standards, regulatory requirements, and company policies.

Required Qualifications & Skills

ability to interact with stakeholders at all levels.

Preferred Attributes