Process Analyst

About the role

A full-time Process Analyst position in Nairobi, Kenya, focused on owning and managing the department's knowledge base and process documentation. The role ensures documentation and SOPs are accurate, organized and aligned with business needs, and works closely with Quality Assurance, Training and Leadership teams.

Key responsibilities

• Create, update and maintain process documentation in Confluence, keeping it current with operational changes, policy updates and system enhancements.
• Translate complex operational or technical processes into clear, structured instructions for operational teams.
• Analyze existing processes to identify gaps and opportunities for improvement, and drive continuous improvement initiatives.
• Conduct root cause analysis on operational challenges and recommend documentation-driven solutions.
• Collaborate with Quality Assurance teams to review error trends and strengthen process clarity and compliance.
• Support communication of process updates and changes to frontline teams.
• Assess incoming projects and tasks with Training, Quality and Leadership, and help map and create new processes on Confluence so documentation and training stay in sync.

Required profile

• Experience in operations support, process documentation, quality, training, customer support or similar operational environments.
• Basic understanding of process documentation, SOP creation or knowledge management.
• Bachelor's degree or equivalent.
• Strong written and verbal communication, detail-oriented, able to work in a fast-paced environment and adapt to changing priorities.

Required skills

• Familiarity with Confluence, Google Workspace, Microsoft Office or similar tools is an added advantage.