Process and Continuous Improvement Analyst

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee comprehensive diagnostics of operational processes through interviews, observational analysis, data examination, and workshops.

• Create and document workflows using BPMN, pinpointing bottlenecks, rework, unnecessary handoffs, weak decision points, and waste.

• Develop and present the future state, including quantifiable advantages and a feasible implementation plan.

• Construct and uphold process standardization materials: SOPs, flowcharts, SIPOC diagrams, RACI matrices, decision trees, and criteria for exceptions.

• Organize and lead continuous improvement initiatives utilizing DMAIC, PDCA, Kaizen, and A3 methodologies.

• Establish and monitor process KPIs, transforming metrics into actionable recommendations.

• Perform root-cause analyses employing Ishikawa diagrams, the 5 Whys, Pareto analysis, and FMEA.

• Recognize and prioritize automation prospects, collaborating with Product and Technology to convert processes into requirements.

• Manage the process change pipeline: evaluate impact and risk, maintain version control, communicate modifications, provide training, and ensure adoption.

• Direct change management with internal teams and BPO partners.

• Present data-driven diagnostics, hypotheses, and findings to leadership.

• Act as the process subject-matter expert for other teams within the department.

⛳️ Requirements

• Bachelor’s degree in Engineering (preferably Industrial Engineering), Business Administration, Statistics, Information Systems, Quality Management, or a related field.

• Significant experience in process management and continuous improvement, encompassing the full cycle: as-is diagnosis, to-be redesign, implementation, and benefit maintenance.

• Proficient in BPMN and process modeling tools such as Bizagi, Lucidchart, Miro, Visio, or similar platforms.

• Practical experience with Lean and Lean Six Sigma methodologies (DMAIC, VSM, Kaizen, PDCA, A3) applied to projects with measurable outcomes.

• Lean Six Sigma Yellow Belt or Green Belt certification.

• Strong analytical skills, including advanced Excel capabilities and the ability to independently interpret metrics in BI tools (Power BI, Tableau, Looker, or similar).

• Experience in developing and monitoring operational KPIs and SLAs, including target setting and variance analysis.

• Demonstrated ability to conduct interviews, workshops, and alignment meetings with business teams.

• Excellent written and verbal communication skills, capable of synthesizing complex analyses into executive recommendations.

• Self-sufficient, organized, and mature with the ability to navigate a dynamic environment with multiple concurrent initiatives and ongoing prioritization.

• Green Belt certification (for senior-level roles) or Black Belt certification (a plus).

• CBPP certification or BPM CBOK training (a plus).

• Experience in digital operations, including customer service/CX, contact centers, content moderation, trust & safety, fraud prevention, risk, or large-scale back-office operations (a plus).

• Background in managing BPO partners and overseeing outsourced processes (a plus).

• Knowledge of SQL for data querying and validation (a plus).

• Familiarity with process automation and AI as applied to processes, including RPA, workflows, agents, and automated decision models (a plus).

• Experience in agile environments (squads, sprints, OKRs) and familiarity with tools such as Jira and Confluence (a plus).

• Awareness of governance and risk management frameworks, including the Three Lines Model, COSO, COPC, and ISO 9001 (a plus).

• Intermediate English proficiency for technical reading (a plus).

🏝️ Benefits

• Market-competitive compensation.

• Health insurance.

• Dental insurance.

• Private pension plan.

• Flexible benefits tailored to your needs.

• Meal allowance.

• Financial counseling.

• Benefits and discounts club.

• Home office allowance.

• Mobility allowance.

• Childcare allowance.

• Life insurance.

• Extended leave policies.

• Support for sports, quality of life, and well-being.

• Payroll-deducted loans at reduced interest rates.