The Quality Analyst IIwill have an in-depth understanding of the overall service philosophy, strategy and current operations of the organization in order to identify and recommend processes, projects and activities essential to improving the overall effectiveness, efficiency and quality of service delivered throughout the organization and through all channels. Additionally, will be responsible for coordinating business process improvement, change management, cost savings initiatives, and best practice identification for the implementation of recommendations that result in improved service capabilities.
ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following. Other duties may be assigned.
Works with VP of Quality to identify areas where process change would result in improved efficiencies and quality of service.
Continually keeps abreast of industry customer service & operational best practices.
Works effectively with all levels of employees and management groups to identify opportunities to improve processes and design and implement new systems
Participates in facilitation of meetings with employees from all levels within the organization to gather data and communicates process improvement initiatives.
Develops knowledge and skills in current tools and practices in the areas of process mapping and workflow analysis.
Applies statistical analysis and business planning tools and techniques to assignments arising out of process and systems improvement initiatives.
Employs research methodology and statistical analysis to examine trends, process workflow and procedural inefficiencies.
Investigates and identifies root causes of errors, service failures, and complaints. Re-engineers processes to ensure that customer needs are met and efficient processes are in place.
Conducts financial analysis (cost-benefit analysis, post implementation benefit analysis, etc).
Personally interacts and delivers service in keeping with company values and service philosophy.
Uses excellent presentation and communications skills to present complex ideas and recommendations in a clear and articulate manner to all levels of the organization.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE
Must have at least three years of business process redesign analysis and implementation experience including process mapping, performance measurement, and benchmarking experience preferably in a financial institution.
Must be detail oriented
Must be able to work in deadline driven, fast paced environment.
Must have excellent oral and written communication skills as well as presentation skills.
Must have proven ability to work with all levels of employees including Senior Management.
Advanced knowledge of Internet software for research purposes, Excel, Word, Visio and PowerPoint presentation software applications.
Six Sigma certification or equivalent in a proven process analysis and/or root cause analysis methodology preferred.
Bachelors degree in Business Management, Finance, Organizational Development, Information Technology or equivalent required.
Will consider combination of education and experience
Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.
Additional Salary Information: 401 (k), Employee Mortgage Loan Discounts, Health & Dental available 1st day of hire.
Be a part of the Logix team! We are proud to have been selected by the Los Angeles Business Journal and The Daily News as one of the best places to work in L.A.
At Logix, you’ll find exciting opportunities that will challenge your abilities, expand your skills and reward your contributions in an atmosphere that encourages both personal and professional growth. Plus, we offer competitive compensation, excellent benefits, and a team-oriented work environment.