Operations Process Quality Specialist & Procedure Analyst I

Description

• Monitors, evaluates, and coaches to a defined amount of contacts/emails per week and month on the quality of the performance of specialists against the standard, using quality evaluation results to develop individualized coaching and training plans.
• Using analytic techniques, determines the root cause for opportunities to improve the customer experience, adherence to regulations and procedures, and identifies the key drivers of process inefficiencies or customer dissatisfaction.
• Supports the development and ongoing implementation of Operational Excellence initiatives.
• Supports and executes the documentation of Operations’ processes and evaluates performance measures that meet industry standards for consistency in operational outcomes.
• Provides effective written and verbal feedback with summaries and analysis on performance reflecting adherence to Operations’ processes, and policies and procedures, including documented coaching sessions based on call quality outcomes.
• Monitors Operations’ consistent delivery to regulations and Needham Bank policies and procedures.
• Coordinates and facilitates process development and analysis sessions, including calibration sessions to ensure consistency and fairness in quality scoring across evaluators.
• Executes a structured program and methodology for conducting data and process analysis.
• Designs, maintains, and executes a call and contact monitoring program (phone, email, and other channels as applicable) that uses defined quality standards and scorecards to evaluate specialist performance and inform training, coaching, and process improvements.
• Documents Operations’ processes, and policies and procedures.
• Prepares and analyzes internal and external quality reports, including call monitoring results, trend analysis, and training impact metrics, for leadership review.
• Identifies opportunities to improve customer, contact handling, and work processes, utilizing trends identified through quality monitoring of calls and other interactions.
• Manages multiple priorities with reporting and customer information.
• Partners with Training and Operations leadership to perform needs analyses and make recommendations for enhancements and development of training materials based on recurring themes and gaps identified in quality evaluations.
• Recommends and creates job aides that support specialists’ ability to deliver to the standard, leveraging insights from call monitoring and quality evaluations.?

Requirements

• Minimum of three years banking or process documentation experience highly preferred.
• Ability to influence performance and provide constructive criticism and positive coaching
• Solid project management skills
• Ability to document procedures and processes.
• Motivated and engaged leader with strong written and verbal communication skills
• Understands the bank’s Net Promoter Score (NPS) negative and positive drivers and incorporates these into call monitoring criteria and coaching priorities.
• Maintains a professional manner at all times
• Ability to adhere to Needham Bank’s Core Values ( Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing )
• Ability to work effectively with different personalities and resolve conflicts
• Strong computer and technical skills, Microsoft Visio expertise preferred
• Bachelor’s Degree preferred or equivalent experience.
• Highly self-motivated and experienced managing multiple tasks
• Strong statistical and analytical skills for both data, root cause and process flow analysis, with the ability to define and create metrics, reports, tools and other resources to quantify and analyze results.
• Works well independently
• Ability to analyze and solve problems
• Must have reliable transportation; must be flexible and able to adapt to new responsibilities or assignments as directed
• Adapts well to and helps others manage change
• Experience in documentation development, training, coaching and influencing teams preferred.
• Knowledge of federal and state regulations and guidelines pertaining to banking preferred
• Superior customer service and problem-solving skills

Benefits

• Normal business office environment

Training + Development

Interview process

Visa Sponsorship

Security clearance