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Posted Monday, April 13, 2026 at 8:00 a.m.
About IntouchCX
IntouchCX is a general leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
The Process Improvement Analyst is responsible for transforming operational, product, and customer data into actionable insights that drive measurable improvements in customer experience, operational efficiency, and product performance.
This role goes beyond reporting; it focuses on identifying trends, uncovering root causes, and driving continuous improvement initiatives across multiple teams (Operations, QA, Training, and Client).
As a Process Improvement Analyst, You Will…
- Analyze data from multiple platforms (Salesforce, Dialpad, LivePerson, internal tools) to identify trends, behavioral patterns,



performance gaps, and product or CX issues.
- Proactively generate insights and translate them into clear business recommendations.
- Detect anomalies, risks, and opportunities early before they impact KPIs.
- Build and maintain dashboards and reports (daily, weekly, monthly).
- Present insights in a storytelling format for stakeholders (QBRs, MBRs, specific process improvement meetings, etc).
- Move from “what happened” → “why it happened” → “what we should do”.
- Identify the root causes behind:
- CSAT drops
- Volume spikes
- Process inefficiencies
- Propose and track improvement initiatives across:
- Operations
- Product
- Work closely with operations leaders, QA, training, and client teams.
- Lead focus groups with frontline teams to gather qualitative insights (monthly cadence).
- Translate frontline feedback into actionable improvements.
- Develop deep knowledge of pa

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1asc0t

📌 Process Improvement Analyst (Medellín)
🏢 IntouchCX
📍 Medellín