Process Specialist

Process SpecialistThe 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.RequirementsProficiency with Microsoft Office applications, especially Excel, Word, Outlook, and PowerPointExperience with process implementation and reporting platforms preferred.EducationHigh school diploma or equivalent required; associate or bachelor's degree in business, quality management, data analytics, or a related field preferred.Skills and AbilitiesStrong 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 initiativeDiscretion in handling confidential, sensitive, or business-critical information.Work EnvironmentThis 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 ResponsibilitiesNo supervisory responsibilities are required for this position.(Note: These statements are intended to describe the general nature and level of work involved for this)