Process Improvement Specialist

Process Improvement & Workflow Optimization  

• Analyze existing processes, data and workflows to identify inefficiencies and improvement opportunities.  

• Work with frontline teams, supervisors, and leadership to assess pain points and implement sustainable process changes.  

• Utilize Lean Six Sigma principles to streamline processes and enhance operational effectiveness.  

• Document and track process performance, productivity metrics, and key operational insights.  

Standard Operating Procedure (SOP) Development  

• Partner with QA team to ensure clear, detailed, and standardized SOPs for Payment Operations support functions are created and maintained.  

• Ensure SOPs are consistent, scalable, and aligned with compliance requirements (e.g., HIPAA, PCI-DSS).  

Collaboration & Stakeholder Engagement  

• Partner with operations teams, quality assurance, technical teams, compliance, and training to ensure smooth process implementation and sustainability.  

• Act as a bridge between frontline employees and leadership, helping translate operational challenges into structured improvements.  

• Work closely with project managers and process owners to align SOPs with broader business goals.  

Required Skills and Competencies  

• Demonstrated ability to lead process change and improvement initiatives and manage projects with cross-functional teams.  

• 2+ years of experience in a contact center or operational support role with a focus on sustainable process improvement.  

• Strong background in developing SOPs, workflow documentation, and process mapping.  

• Proficiency in Excel, process mapping tools (e.g., Visio, Lucidchart) 

• Ability to analyze data, identify trends, and make data-driven recommendations.  

• Strong written and verbal communication skills with attention to detail.  

• 2+ years experience coaching and mentoring individuals and teams leading improvement projects (lean six sigma, change management) 

Preferred Skills  

• Knowledge of contact center operations, back-office processing, and payment workflows.  

• Experience in healthcare finance, payment processing, or a similarly regulated industry is strongly preferred (HIPAA, PCI-DSS compliance).  

• Experience working with CRM / ticketing systems.  

• Understanding of workforce management, reporting, or quality assurance within a contact center.  

• Ability to manage multiple priorities in a fast-paced and evolving environment.  

• Well versed with ISO methodologies (PMS and QMS) 

Qualifications  

• Bachelor’s degree in Business Administration, Operations Management, or a related field.  

• Certifications in Lean Six Sigma (Green Belt or higher) and / or Project Management (PMP, CAPM).  

• Certification in change management methodology such as Prosci preferred. 

• At least 5 years of experience leading continuous improvement or a similar role.