Business Process Analyst, Senior

Location MY-Penang
Job ID
Sri Sharmila Banu Dorai Raj
Employment Type
Employee (Full-time)
Position Level


At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you’ll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.

Build your edge. Build what's next.

Define the edge of what's possible—for our people, our customers, and the world.


Business Process Analysts are responsible for the integrity of Zebra's internal business processes in the assigned business unit/area they are affiliated with. They ensure our business is run effectively, efficiently and in support of delivering against our commitments internally and externally to our customers, partners and regulatory bodies.




  • Plans, performs and implements process improvement initiatives (such as Lean or Six Sigma)
  • Works proactively to identify and suggest opportunities to improve process effectiveness and efficiency is assigned BU
  • Conducts root cause analysis of process failures
  • Captures current challenges, desired outcomes and recommendations
  • Documents agreements and owns drafting and revision of new/updated business processes in assigned business unit
  • Projects may span business units or require significant cross functional alignment or involvement. Understands upstream, downstream and work tools impacts to process change. Can recommend solutions to minimize impacts
  • May train incumbent employees in new process flow/requirements
  • Measures and reports on success of new/revised processes in the BU. Reporting may include presentations to mid to senior level audiences
  • Provides consultation on the use of re-engineering techniques to improve process performance and product/service quality
  • Performs cost and benefit analyses
  • May coach/mentor or oversee the work of less senior BPAs, acting as a resource and escalation point



  • Bachelor's degree with 3 years and above of experience
  • Knowledge of customer service practices; and customer loyalty and satisfaction measurement
  • Experience in Customer Experience survey design and workflow
  • Administrate survey workflow in Qualtrics such as managing survey invitation feed and survey responses collection
  • Represent and participate in NPS initiative, involve in support planning analysis, as well as communicate and coordinate with our Tech Support and Non-Tech teams
  • Leverage Customer Relationship Management (CRM) Reporting tools and Quality Monitoring to analyze, identify, and prioritize areas for improvement
  • Use Visual Analytics platforms such as Tableau or Power BI to generate dashboards and provide interactive and meaningful insights to stakeholders
  • Lead and participate in other project activities as assigned by Contact Center Business & Self-Service Operations Leadership


Zebra Benefit Package

We offer competitive pay, bonuses, benefits, career/personal growth and work/life programs to ensure that you are empowered to succeed as a member of the Zebra family!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, ancestry, marital status, age, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at


The EEO is the Law poster is available here: The EEO is the Law poster supplement is available here:



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