Process Business Analyst

Job SummaryWe are seeking an experienced Business Analyst with strong analytics and process improvement skills to support Customer Service and Customer Experience operations. This is a temporary, contingent assignment with a fixed duration of 18 months. The role focuses on delivering data-driven insights, process analysis, and operational improvements in a cross-functional environment.Key Responsibilities

Analyze Customer Service flow separation processes to identify entanglements, inefficiencies, risks, and improvement opportunities.

Document business requirements, current-state processes, and pain points in collaboration with stakeholders.

Collect, analyze, and interpret operational data including SLAs, volumes, cycle times, productivity, and cost drivers.

Develop and maintain dashboards, KPIs, and reports to support operational and management decision-making.

Perform root-cause analysis and translate findings into a...