Customer Service Process and Information Analyst

Customer Service Process and Information Analyst

Overview

The Customer Service Process and Information Analyst will be responsible for creating, reviewing, and maintaining procedures and workflows within the Customer Operations department. This role ensures operational consistency by developing standardized processes and performing thorough proofreading and editing of content used across all operations. The ideal candidate is detail-oriented, and analytical, and has strong communication skills to bridge gaps across teams and ensure accurate documentation.

Key Responsibilities

Process Development & Optimization

• Design, create, and implement procedures to enhance efficiency.
• Identify gaps or inefficiencies and recommend improvements.
• Document and maintain Standard Operating Procedures (SOPs).
• Regularly update process-related documentation to reflect changes.

Content proofreading & editing

• Proofread and edit customer-facing and internal materials, including FAQs, email templates, and knowledge-base articles.
• Ensure content aligns with company tone, style, gaming terminology, and branding.

Cross-functional collaboration

• Collaborate with Customer Service and other teams to ensure processes and content meet operational needs.
• Act as a bridge between teams to gather feedback and keep documentation accurate.
• Provide guidance on process adherence and content usage to uphold quality standards.

Quality assurance & monitoring

• Audit processes and content to identify inconsistencies or gaps.
• Collect and implement feedback to improve documentation usability and clarity.
• Report findings and propose solutions to enhance process execution and standards.

Skills Required

• Strong attention to detail and proofreading/editing skills.
• Analytical mindset to identify gaps and recommend process improvements.
• Excellent communication skills for cross-team collaboration.
• Proactive and adaptable to changing priorities.
• Familiarity with knowledge management systems is a plus.

Qualifications

• Bachelor’s degree in business administration, communications, or a related field (or equivalent work experience).
• 2-4 years of experience in customer service, process management, or content development.
• Experience in a customer service environment, preferably within Customer Operations.
• Knowledge of content creation best practices and customer service processes.