Telus Digital - Senior Process Analyst, Rpa & Agentic Ai
- TELUS International
- 5 - 10 years
- Philippines
- 3 months ago
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Job Description
Key Responsibilities:
- Process Immersion & Mastery: Embed directly with client-side SMEs in a contact center in Manila to learn, execute, and master end-to-end business processes.
- Hands-On Execution: Go beyond observation by processing live tickets and handling customer calls to gain a granular, practical understanding of process nuances, exceptions, and pain points.
- Process Documentation & Mapping: Develop comprehensive and clear process documentation, including detailed flow diagrams, to articulate your findings for technical and business stakeholders.
- Optimization & Waste Identification: Apply Six Sigma Green Belt principles to rigorously analyze existing workflows, identify process wastages, and recommend concrete optimization opportunities prior to automation.
- Act as the SME Bridge: Serve as the primary process expert and point of contact for our India-based automation development team, translating complex operational realities into actionable requirements.
- Collaborative Analysis: Work closely with contact center teams to understand their challenges and ensure your analysis reflects the true operational landscape.
Required Qualifications & Skills:
- Certification: Six Sigma Green Belt certification is mandatory.
- Experience: Proven experience in a Business Analyst, Process Analyst, or Process Consultant role with a strong focus on process mapping, documentation, and re-engineering.
- Communication: Exceptional verbal and written communication skills, with the ability to articulate complex processes to diverse audiences.
- Analytical Mindset: Superior analytical and problem-solving skills, with a keen eye for detail and identifying inefficiencies.
- Hands-On Mentality: Demonstrable experience (and willingness) to learn by doing, including performing transactional tasks and engaging in direct customer interaction.
- Relocation Readiness: Must be willing and able to relocate to Manila, Philippines for a long-term assignment (12+ months).
- Passport Validity: Must possess a valid passport with an expiry date no earlier than late 2027.
- Technical Familiarity: A foundational understanding of Robotic Process Automation (RPA) and/or AI concepts would be a significant advantage.
- Industry Experience: Prior experience working within a contact center or BPO environment is highly desirable.
Preferred Qualifications:
- Technical Familiarity: A foundational understanding of Robotic Process Automation (RPA) and/or AI concepts would be a significant advantage.
- Industry Experience: Prior experience working within a contact center or BPO environment is highly desirable.
Logistical Details:
- Travel: This role requires flying to and residing in Manila for the project duration.
- Work Hours:
- While in Manila: 9:00 AM - 6:00 PM PHT
- During initial training/work from India: 5:00 PM - 2:00 AM IST
- Interview Process: The selection process will consist of two technical/process-focused interview rounds.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Data Science & AnalyticsRole Category: Business Intelligence & AnalyticsRole: Business Intelligence & Analytics - OtherEmployement Type: Full timeContact Details:
Company: TELUS InternationalLocation(s): Philippines+ View Contact
Keyskills: Process Analysis Rpa AI
Fraud Alert to job seekers!
₹ 10-20 Lacs P.A
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