Process Specialist

Huntington Chamber; Huntington (IN); Hybrid; USD 42,000 - 54,000; Full time

Job summary

The Huntington Chamber is seeking a Process Specialist to monitor quality, analyze trends, and drive improvements across customer-facing and order-related workflows. This role partners with leaders and cross-functional teams to ensure service quality and effective system updates in a hybrid office setting.

Responsibilities include preparing reports, documenting processes, and supporting continuous improvement initiatives.

Qualifications

• Proficiency with Microsoft Office applications, especially Excel, Word, Outlook, and PowerPoint.
• Experience with process implementation and reporting platforms preferred.
• High school diploma or equivalent; associate or bachelor’s degree preferred.

Responsibilities

• Monitor quality, service, and process performance using standards and scorecards.
• Prepare reports summarizing quality trends and order data.
• Analyze data to identify patterns and performance gaps affecting satisfaction.
• Review order processes to improve efficiency and customer experience.
• Document current-state workflows and support improvement initiatives.
• Manage documentation, dashboards, and quality records.
• Collaborate with leaders to communicate findings and ensure process execution.
• Coordinate system updates with IT and support testing.
• Lead Kaizen events and continuous improvement activities.

Skills

Strong communication

Data analysis

Problem solving

Organization & multitasking

Self-starter

Confidentiality

Education

High School Diploma

Associate or Bachelor’s in Business/Quality/Data Analytics

Tools

Microsoft Office

Process reporting platforms

Job description

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.


• 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)

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