Senior Associate - Business Process Quality

Atlantic Union Bank • Rockville, MD

6h

About The Position

The Business Process Quality area is responsible for enhancing and maintaining the quality of an organization’s business processes and services. This work includes analyzing existing processes to identify inefficiencies; developing and implementing process improvement initiatives; monitoring service delivery for compliance with quality standards; conducting customer satisfaction assessments; training staff on service-quality best practices; and collaborating with cross-functional teams to optimize workflows and improve service performance.

Business Process Quality work develops, identifies, analyzes, and improves general business processes, particularly back-end processes unrelated to manufacturing. It applies process definition, improvement, and design methodologies to improve quality, reduce costs, increase efficiency and productivity, and improve customer satisfaction. The role develops supporting documentation, plans and implements quality assurance and compliance processes, and supports training and change-management materials and activities for new processes and procedures. Other duties may be assigned.

This career level applies advanced job-area knowledge typically gained through advanced education and work experience. The role typically manages projects or processes independently with limited supervision, coaches and reviews lower-level professionals’ work, and addresses difficult and sometimes complex problems.

Requirements

• Bachelor’s degree required; an equivalent combination of education and experience may be considered.
• Typically requires 5–6+ years of prior experience, with in-depth knowledge of the job area.
• Advanced knowledge of the job area, typically obtained through advanced education and work experience.

Responsibilities

• Analyze existing processes to identify inefficiencies.
• Develop and implement process improvement initiatives.
• Monitor service delivery for compliance with quality standards.
• Conduct customer satisfaction assessments.
• Train staff on service-quality best practices.
• Collaborate with cross-functional teams to optimize workflows and improve service performance.
• Apply process definition, improvement, and design methodologies to improve quality, reduce costs, increase efficiency and productivity, and increase customer satisfaction.
• Develop documentation supporting analysis and improvement, including business requirements, functional specifications, process maps, and gap/problem analysis.
• Plan and implement quality assurance and compliance processes.
• Support the development of training and change-management materials and activities for new processes and procedures.
• Manage projects or processes independently with limited supervision.
• Coach and review the work of lower-level professionals.
• Perform other duties as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability coverage
• Paid time off
• 401(k) retirement savings plan
• Wellness resources
• Certain positions may be eligible for incentive compensation, bonuses, or other variable compensation, subject to applicable plans and performance criteria.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior