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Process Support Analyst

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Date: 24-Nov-2021

Location: StarHub Green

Company: StarHub Ltd

Job Purpose

The Process Support Analyst’s main role is to design, publish, and/or convert process flows and/or documentation to a format that can easily be understood by front liners and customers.

 

Responsibilities:

  • Reviews and assesses process flow request from various stakeholders, and design the decision tree or call tree guide for front liners and/or customer to use
  • Attends sessions with different teams for process alignment and direction
  • Drafts step-by-step talking points and actions to guide front liners
  • Regularly reviews the existing workflows to ensure accuracy and relevance
  • Coordinates with process specialists and other stakeholders for workflow improvement and/or gaps, and recommend action plans to address gaps
  • Reports issues encountered affecting self and agent productivity with a recommendation on how to resolve them
  • Reports inconsistencies and/or possible loopholes in processes and policies as a fraud mitigation measure
  • Proactively seek qualitative user feedback and quantitative data, and utilize them to present and apply improvements

Qualifications

  • Graduate of any Diploma course
  • Minimum 2 years working experience in Process or Customer Service.
  • Detail oriented, highly organized, self-motivated, proactive, and able to plan and execute
  • Passionate in customer experience

 

*We regret that only shortlisted candidates will be notified.