Process Engineer – Customer Service Improvement

About the role

The Process Engineer will lead the design, automation and continuous improvement of customer‑service processes. You will work closely with operations and cross‑functional teams to close gaps, standardise workflows and deliver a signature customer experience aligned with business goals.

Key responsibilities

• Design and develop processes and metrics that support the company’s customer‑experience standards and business objectives.
• Identify improvement opportunities, create and execute process‑improvement initiatives, and measure their impact.
• Analyse existing (“as‑is”) processes, document gaps, and propose remediation to process owners.
• Collaborate with relevant departments to gather requirements, assess risks and ensure alignment with priorities.
• Utilise leading‑practice tools to produce “as‑is” documentation and design “to‑be” processes.
• Apply statistical and scientific methods to generate data‑driven insights for customers.

Required profile

• Graduate in Engineering, Mathematics, Statistics, Economics or related fields.
• Minimum three (3) years of experience in process discovery, modelling and analysis within a customer‑service or BPO environment.
• Strong communication and presentation abilities.
• Knowledge of process development, deployment, control and improvement methodologies.
• Familiarity with Agile (Scrum) practices or project‑management concepts.
• Understanding of contact‑center operations and technology‑industry dynamics.

Required skills

• Six Sigma / Lean Six Sigma
• Lean Manufacturing
• Quality Management System (ISO 9001)
• Quality Control / Assurance
• Operations Research
• COPC
• Statistical Process Control
• Data Analytics
• Robotics Process Automation (RPA)