Process Specialist

Our Sunday Visitor, Inc.•Huntington, IN

1d•$48,000 - $52,000•Hybrid

About The Position

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.

Requirements

Proficiency with Microsoft Office applications, especially Excel, Word, Outlook, and PowerPoint
Experience with process implementation and reporting platforms preferred.

Nice To Haves

associate or bachelor’s degree in business, quality management, data analytics, or a related field preferred.

Responsibilities

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.