Business Process Specialist

Business Process Specialist

Job Description

The Business Process Specialist is responsible for coordinating and executing various process improvements and project implementations across Customer Service. This role serves as a key collaborator and resource to the Global Process teams (Call Centers, IT and Training) and ensures that standard processes are documented and implemented in support of the overall vision.

Serve as CS SME for key/main processes relating to Material to support projects including UAT script writing, execution of test scripts, process documentation and implementation. Serves as a primary department contact for system and process requirements implementations, enhancements and testing cycles.
Takes ownership of new business requirements and works with relevant call center functions to determine any new business processes and or changes to existing process.
Takes ownership of complex issues and challenges and create exception rules. Support department SMEs in documentation best practices and maintenance in support of our Quality Adherence.
Actively identifies process improvements and drives process improvement initiatives by working cross functionally to continuously improve the systems, processes, and controls to ensure effective development, monitoring, and support is in place.
Oversees the day to day functionality of Contact Registration System and works with Global Process Teams and IT on maintenance and enhancement.

Experience with:
Process mapping
Data science
Process documentation

Notes:
8am-5pm

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.