Contact Center Process Optimization Specialist

Navy Federal Credit Union; Winchester (VA); On-site; USD 70,000 - 95,000; Full time

Job summary

Navy Federal Credit Union is seeking a Process Improvement Analyst to assess and enhance business processes, working with moderate supervision to apply foundational methodologies and collaborate with cross-functional teams to deliver measurable results.

You will develop process maps, SOPs, ROI calculations, gather requirements, monitor changes, and support training and performance metrics to drive efficiency and service quality.

Qualifications

• 2+ years of experience in process improvement or business analysis.
• Intermediate understanding of business and operating environment.
• Experience in root cause analysis and problem-solving techniques.
• Experience in process documentation and standardization.
• Experience in cross-functional collaboration.
• Exposure to business case development and ROI modeling.
• Proficient in process improvement methodologies.
• Proficient in process modeling and workflow tools.
• Basic knowledge of data analysis and visualization techniques.
• Understanding of change management principles.
• Knowledge of business requirements gathering.
• Knowledge of performance metrics and KPIs.
• Project management skills.
• Bachelor's Degree in Business, Operations, or related field or equivalent combination of training, education and experience.

Responsibilities

• Analyze existing business processes to identify inefficiencies, redundancies, and areas for improvement.
• Develop and maintain process documentation including process maps, flowcharts, and standard operating procedures.
• Contribute to the development of business cases and value assessments for process initiatives by gathering data and supporting ROI calculations.
• Collaborate with stakeholders to gather business requirements and translate them into process improvement opportunities.
• Support the implementation of process changes and monitor their effectiveness.
• Conduct root cause analysis and recommend solutions to address process-related issues.
• Assist in benchmarking internal processes against industry best practices.
• Utilize process modeling and workflow tools to visualize and communicate process designs.
• Contribute to the development of business cases and performance metrics for process improvement initiatives.
• Monitor process performance and elevate issues as needed.
• Assist in developing training content and user guides for process changes.
• Participate in change management activities to support process adoption.
• May perform other duties as assigned.

Skills

Process improvement

Business analysis

Root cause analysis

Data analysis

Cross-functional collaboration

Education

Bachelor's Degree in Business, Operations, or related field

Tools

Process modeling tools

Workflow tools

Job description

Navy Federal Credit Union is seeking a Process Improvement Analyst to assess and enhance business processes, working with moderate supervision to apply foundational methodologies and collaborate with cross-functional teams to deliver measurable results.

You will develop process maps, SOPs, ROI calculations, gather requirements, monitor changes, and support training and performance metrics to drive efficiency and service quality.