Senior Business Process Analyst

The Business Process Analyst is responsible for designing, implementing, and maintaining quality management plans and tools. Working closely with customer service and business unit leaders, this role ensures service level agreements (SLAs), standards, and quality requirements are consistently met.

The position involves conducting quality checks (QA/QC), analyzing outputs, and aligning processes with customer and stakeholder feedback. The analyst also leads root cause analysis of complaints and escalations, and develops corrective and preventive actions to drive continuous improvement.

Key Responsibilities

Delivery Excellence

• Implement strategies and improvements to ensure efficient and timely operations.
• Evaluate business procedures against organizational objectives and recommend enhancements.
• Establish controls and feedback systems to monitor performance.
• Conduct audits, quality checks, and workflow reviews.