Standard Operating Procedure Analyst

We are looking for a motivated Standard Operating Procedure (SOP) Analyst to join our team. In this role, you'll play a vital part in ensuring our North American contact centers run smoothly by maintaining and improving our SOP evaluation and publication processes. You'll lead initiatives to optimize collaboration and streamline operations through our MOST process (Standardization, Centralization, Optimization, and Automation). As a subject matter expert, you'll drive continuous improvement across platforms supporting SOPs and MOST processes. Responsibilities Strategic Partnership: Collaborate closely with leadership to align SOP and MOST processes with our customer care objectives.
Process Enhancement: Manage the lifecycle of SOPs, ensuring timely updates and improvements to maintain a consistent customer experience.
Cross-functional Collaboration: Work closely with IT and other departments to define requirements for platform upgrades and optimizations.
Governance and Compliance: Establish and maintain effective governance processes to ensure SOPs meet regulatory requirements and organizational standards.
What We Offer Competitive salary and bonus opportunities.
Comprehensive benefits package including 401(k), medical, dental, and vision care.
Paid vacation, holidays, and sick leave from day one.
A supportive and collaborative team environment dedicated to your professional growth and development.
Qualifications Bachelor's degree in business or a related field, or equivalent practical experience.
Strong proficiency in Microsoft Office products (Excel, Word, PowerPoint, Visio).
Experience in process documentation and improvement, ideally within customer care operations.
Excellent communication skills, both verbal and written, with a keen attention to detail.
Ability to prioritize tasks effectively and solve problems independently.
Proven track record of working collaboratively in team environments.
Join Us
Discover a rewarding career where your ideas and contributions make a real difference. Apply today and be part of a company committed to building a sustainable future through innovation and teamwork.
Employment Type: Full-Time
Salary: $ 75,000.00 Per Year