The Process Specialist supports customer satisfaction and operational performance by monitoring quality standards, preparing accurate reports, analyzing trends, serving as a system subject matter expert, and improving processes. This role partners with leaders, and cross-functional stakeholders to ensure service quality, effective system updates, and continuous improvement across customer-facing and order-related workflows.
Essential Job Functions (*=Non-essential tasks):
- Monitor quality, service, and process performance using established standards, scorecards, and other reporting tools.
- Prepare reports that summarize quality trends, customer service metrics, renewal/retention data, and order processing information.
- Analyze data to identify patterns, root causes, performance gaps, and recurring issues that affect customer satisfaction or operational efficiency.
- Review the overall order processes across teams to improve efficiency and customer experience.
- Support process improvement initiatives by documenting current-state workflows, identifying improvements, recommending changes, and helping implement approved solutions.
- Maintain accurate documentation, dashboards, procedures, and quality records to support transparency and accountability.
- Partner with department leaders, team members, and cross-functional stakeholders to communicate findings, clarify requirements, and support consistent execution of processes.
- Provide guidance and support on quality expectations, reporting requirements, process updates, and best practices.
- Serve as a system expert and resource for assigned platforms, workflows, reporting tools, and order process functions.
- Work with IT to coordinate system updates, enhancements, issue resolution, user impacts, communication, and timing implementation.
- Complete system testing for updates, fixes, process changes, and new functionality; coordinate testing support with other teams or users as needed.
- Coordinate Kaizen events and other continuous improvement activities, including planning, facilitation support, action item tracking, and follow-up.
- Additional duties as assigned.
Requirements
- Proficiency with Microsoft Office applications, especially Excel, Word, Outlook, and PowerPoint
- Experience with process implementation and reporting platforms preferred.
Education
- High school diploma or equivalent required; associate or bachelor's degree in business, quality management, data analytics, or a related field preferred.
Skills and Abilities
- Strong written and verbal communication skills with the ability to present information clearly to varied audiences.
- Ability to collaborate professionally with leaders, peers, and cross-functional teams.
- Strong organization, follow-through, and ability to manage multiple priorities and deadlines.
- Ability to collect, review, organize, and interpret data with attention to accuracy and detail.
- Ability to document processes clearly and translate findings into practical recommendations.
- Analytical thinking and sound problem-solving judgment.
- Customer-focused with a commitment to service excellence and continuous improvement.
- Self-starter with strong initiative
- Discretion in handling confidential, sensitive, or business-critical information.
Work Environment
- This position is designed as a hybrid role, with 3 days per week in the Huntington, Indiana office.
- Work is generally performed in an office, via Teams or hybrid environment using standard business technology.
Supervisory Responsibilities
- No Supervisory responsibilities are required for this position.
(Note: These statements are intended to describe the general nature and level of work involved for this)