Operations Process Quality Specialist & Procedure Analyst

Operations Process Quality Specialist & Procedure Analyst I

• Job Tracking  :
• Job Location :
• Job Level :
  Mid Career (2+ years)
• Level of Education : BA/BS
• Job Type :
  Full-Time/Regular
• Date Updated : 12/10/2025
• Years of Experience : 2 - 5 Years
• Starting Date :
  Invalid Date
• Salary : $0

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.

• 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…