Job Description

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Are you a person who enjoys helping people? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you!

The Business Process Analyst (BPA) is responsible for the review, analysis, mapping/modeling, improvement and documentation of the business processes used within Customer Experience and Quality Assurance teams. The primary responsibilities are coordinating projects, documenting standard operating procedures, proactively identifying opportunities to improve processes and support implementation of new technology solutions. These responsibilities will help establish aligned practices in Canadian Assistance Services. The BPA operates with integrity and upholds the values of the organization in all interactions while fulfilling their mandate. The BPA will be called to promote a culture of innovation, collaboration and compassion centered on customer experience excellence. They will frequently collaborate with other stakeholders in order to achieve their goals.

What does your typical day look like?

Collaborate with cross-functional teams to analyze and document current business processes impacting customer experience and quality assurance; Develop and update standard operating procedures (SOPs), process maps, and customer journey documentation to support operational excellence; Lead or support strategic projects, including planning, stakeholder coordination, and change management activities; Identify and assess opportunities for continuous improvement, proposing innovative solutions to enhance service delivery; Monitor process efficiency using KPIs and data analytics, providing actionable insights to leadership; Facilitate workshops and meetings to gather feedback, align on process changes, and promote a culture of collaboration and innovation; Communicate regularly with stakeholders to ensure process changes are well understood, effectively implemented, and aligned with business goals.

What skills and training do you need?

University or college degree preferred or professional experience equivalency; 3-5 years of experience in process improvements, cross-functional collaboration and continuous improvement projects; Certification in Lean Six Sigma, re-engineering or other continuous improvement methodologies would be an asset; Advanced knowledge of O365, JIRA, Confluence and Lucid applications; Working knowledge of Power BI would be an asset; English-French bilingualism is required.

When you apply:

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.


We offer you:
Global Excel offers more than a position; We offer a competitive compensation package that includes a base salary, performance bonus and an extensive benefits package; A professional future with opportunities for development, growth, and advancement; RRSP Match program; Financial assistance to employees who wish to continue their education; Work/life balance, health and wellness initiatives including an excellent EAP program; Employee engagement programs that focus on fitness, food, and fun.

To get a taste of the Global Excel life and for more information on our company, visit our Facebook page and website: