Operations Process Quality Specialist & Procedure Analyst I

Job Description

Job Description

Job Summary : This position is responsible for the evaluation and analysis of the operations' adherence to policies and procedures This position is responsible for the evaluation and analysis of the operations' adherence to policies and procedures and compliance to regulations and risk guidelines within Needham Bank Operations. The key focus of this position is to support the strategy and execution of Operations' processes through the identification of strengths and areas of opportunity which drive efficiencies, compliance to regulations, reduction of risk, and alignment with department policies and procedures. In addition, this position leads a structured call and interaction monitoring program that uses quality evaluations to inform ongoing training, coaching, and development / alignment of policies and procedures, ensuring consistent delivery of a superior customer and employee experience.? This position will ensure that the management team understands identified problems, has a basis for establishing priority for action and receives solutions and plans in order to systemically address opportunities and priorities. To accomplish this, this role provides data, analysis, call monitoring insights, and recommendations which, when appropriately actioned, will eliminate errors and dissatisfaction and strengthen the Operations training curriculum and job aids. This position will support the development and documentation of procedures, job aides and other support tools that will facilitate the Operations department's success in delivering a superior experience for the employee and customer, while continuously monitoring the output of Operations, including calls and other contact channels, for consistency and trends. Ultimate success for this role is measured by delivering to the bank's strategy of a superior customer and employee experience throughout Operations

Qualifications : To perform this job successfully, the individual must be able and willing to perform all essential duties satisfactorily. This document is not intended to be an exhaustive list of all essential duties required. Reasonable accommodations, as determined by management on a case-by-case basis, may be made to enable individuals with disabilities to perform essential duties.

ESSENTIAL DUTIES & RESPONSIBILITIES

• 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.
• Executes a structured program and methodology for conducting data and process analysis.
• 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.
• 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.
• Recommends and creates job aides that support specialists' ability to deliver to the standard, leveraging insights from call monitoring and quality evaluations.?
• Documents Operations' processes, and policies and procedures.
• Monitors Operations' consistent delivery to regulations and Needham Bank policies and procedures.
• Identifies opportunities to improve customer, contact handling, and work processes, utilizing trends identified through quality monitoring of calls and other interactions.
• Understands the bank's Net Promoter Score (NPS) negative and positive drivers and incorporates these into call monitoring criteria and coaching priorities.
• 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.
• 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.
• 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.
• Prepares and analyzes internal and external quality reports, including call monitoring results, trend analysis, and training impact metrics, for leadership review.
• Coordinates and facilitates process development and analysis sessions, including calibration sessions to ensure consistency and fairness in quality scoring across evaluators.
• Manages multiple priorities with reporting and customer information.
• Performs additional duties as requested, needed, or assigned.

JOB REQUIREMENTS

EDUCATION & EXPERIENCE

WORKING CONDITIONS / PHYSICAL DEMANDS

PAY RANGE : $60,690.83 - $78,898.08 / year

The pay range provided is based on what we believe is a reasonable estimate for the pay range for this job at the time of posting. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply.

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity / Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.