Process Analyst – Real-Time Operations

• Own and manage the department’s Knowledge Base, ensuring all documentation and SOPs are accurate, organized, user-friendly and aligned with business requirements.
• Create, update and maintain process documentation within Confluence.
• Translate complex operational or technical processes into clear, structured, easy-to-follow instructions for operational teams.
• Ensure documentation is updated in real-time with operational changes, policy updates, system enhancements or process adjustments.
• Analyze existing processes and operational procedures to identify gaps and opportunities for improvement.
• Drive continuous improvement initiatives aimed at enhancing operational efficiency and eliminating process redundancies.
• Conduct root cause analysis on operational challenges and recommend documentation-driven solutions to improve process adherence and performance.
• Collaborate with Quality Assurance teams to review error trends, identify recurring issues and strengthen process clarity and compliance.
• Support seamless communication of process updates and operational changes to frontline teams.
• Assess incoming new projects and tasks alongside Training, Quality and Leadership, contributing process-focused insights to evaluate feasibility and establish realistic timelines.
• Collaborate with the Training team to map and create new processes on Confluence so documentation and training are in sync for launches.

Qualifications & Experience:

• Experience in Operations Support, Process Documentation, Quality, Training, Customer Support or similar operational environments.
• Bachelor’s degree or equivalent.
• Basic understanding or exposure to process documentation, SOP creation or knowledge management practices.

Skills & Competencies:

• Familiarity with Confluence, Google Workspace, Microsoft Office or similar documentation and collaboration tools is an added advantage.
• Strong written and verbal communication skills with the ability to document processes clearly and accurately.
• Detail-oriented with strong organizational and time management skills.
• Ability to work in a fast-paced environment, manage changing priorities and learn quickly.
• Analytical mindset with a willingness to identify process gaps and contribute to continuous improvement initiatives.