Continuous Improvement Specialist

TL;DR

Continuous Improvement Specialist: Driving operational excellence by identifying and implementing process improvements within Customer Service and Operations teams with an accent on efficiency, cost reduction, and customer experience enhancement. Focus on analyzing workflows, monitoring KPIs, and collaborating with cross-functional teams to deliver technology-driven solutions and promote a culture of continuous improvement.

Location: Romania

Company

hirify.global is a global tech and entertainment company delivering technology-driven sports betting and gaming experiences across multiple countries, with a strong focus on innovation and responsible technology.

What you will do

• Evaluate customer service and operations workflows to identify inefficiencies and bottlenecks.
• Develop and implement process improvement initiatives to enhance efficiency and customer satisfaction.
• Monitor KPIs and generate actionable insights through data analysis.
• Collaborate with CS team leaders, quality assurance, operations managers, product, and tech teams to align initiatives with business goals.
• Facilitate workshops and training to promote continuous improvement culture.
• Drive initiatives to enhance the customer journey ensuring fast resolution and high satisfaction.

Requirements

• Location: Romania
• Proven experience in continuous improvement, process analysis, or project management.
• Proficiency in data analysis tools such as Excel and Tableau.
• Familiarity with customer service tools like Zendesk.
• Knowledge of Lean Six Sigma, Kaizen or similar methodologies; certification is a plus.
• English: Advanced proficiency required

Nice to have

• Lean Six Sigma certification (Green Belt or Black Belt).
• Experience in gambling/sports betting industry.