Job Title: Business Process Specialist
Job Type: Contract, W2, 12 Months
Location: Alameda, CA
Work Arrangement: Onsite
Pay Range: $35.00 – $40.00 per hour
Description
The Business Process Specialist is responsible for coordinating and executing process improvements and project implementations across Customer Service. This role serves as a key collaborator and subject matter expert for Global Process teams—including Call Centers, IT, and Training—and ensures standard processes are documented, implemented, and aligned with the overall business vision.
Key Responsibilities
- Serve as the Customer Service subject matter expert (SME) for core material-related processes, supporting projects through UAT script writing, test execution, process documentation, and implementation. Act as the primary departmental contact for system and process requirements, enhancements, and testing cycles.
- Own new business requirements by partnering with call center functions to identify new processes or changes to existing workflows.
- Take ownership of complex issues and challenges by developing exception rules and supporting department SMEs in documentation best practices to maintain quality and adherence standards.
- Proactively identify and drive process improvement initiatives by working cross-functionally to enhance systems, processes, and controls, ensuring effective development, monitoring, and ongoing support.
- Oversee the day-to-day functionality of the Contact Registration System and collaborate with Global Process Teams and IT on system maintenance and enhancements.
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