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. 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. Requirements • Proficiency with Microsoft Office applications, especially Excel, Word, Outlook, and PowerPoint • Experience with process implementation and reporting platforms preferred. Education • High school diploma or equivalent required; associate or bachelor’s degree in business, quality management, data analytics, or a related field preferred. Skills and Abilities • Strong 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 initiative • Discretion in handling confidential, sensitive, or business-critical information. Work Environment • This 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 Responsibilities • No Supervisory responsibilities are required for this position. (Note: These statements are intended to describe the general nature and level of work involved for this)