Process and Quality Specialist - Houston, TX

JOB SUMMARY

We are seeking a dedicated and detail-oriented professional to oversee the training and operational processes for our customer service and operations support teams. This role involves creating, implementing, and maintaining training programs and standard operating procedures to enhance team performance and ensure compliance with company standards. The ideal candidate will evaluate process performance, identify areas for improvement, and provide constructive feedback to team members.

ESSENTIAL DUTIES AND RESPONSIBILITIES

 • Creating, implementing, and maintaining training processes and procedures for customer service and operations support.
• Creating, implementing, and maintaining standard operating procedures for customer service and operations support.
• Efficiency test customer service and operations support team to understand where additional training is needed.
• Objectively evaluating process performance against defined standards, descriptions, and procedures, identifying and addressing noncompliance issues, providing constructive feedback to team members, and reporting quality assurance results to management.
• Support manager with feedback for customer service and operations support expectations.
• Educating customer service and operations support on how to utilize available tools and resources.
• Team Members must be able to operate in a manner where SAFETY and ENVIRONMENT are of the highest importance.
• Team Members must consistently demonstrate performance toward operational excellence.
• Work closely with internal customers to ensure their satisfaction.
• Thoroughly and accurately prepare all applicable documentation and recordkeeping.
• Perform all work in compliance with Company standards, procedures, and regulatory requirements.
• Performs other duties as assigned.  

QUALIFICATIONS 

• High school diploma or equivalent.
• One year of experience in an office setting is preferred but not required.

• Proficiency in Microsoft applications such as Word, PowerPoint, and Excel is a plus.

Knowledge, Skills, and Abilities

• Communicate effectively, both orally and in writing; concisely provide information, explanations, and instructions; and elicit information from others with varying levels of ability to understand.
• Obtain and provide information in a clear and courteous manner.
• Demonstrate compassion, respect, courtesy, and tact when interacting with others.
• Maintain composure, efficiency, and a positive customer-service oriented manner during periods of peak workload, with frequent interruptions.
• Organize work, set priorities, meet critical deadlines, and follow-up with minimal direction.
• Operate office equipment such as Microsoft Office, copier, telephone, and web browser.
• Enter and retrieve data from computer systems.
• Independently recognize and define a problem, identify the resources available to help solve the problem, create and implement viable solutions, and follow through to ensure the problem is resolved to the satisfaction of all parties.
• Exercise delegated authority to act and to recognize when it is appropriate to seek assistance from others when limits of delegated authority have been reached.

• Prior Stevedoring and Terminal experience preferred, but not required.

• Previous knowledge and understanding of contract review preferred. 

WORK ENVIRONMENT

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.
• Must be able to lift and carry up to 20 lbs.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to talk, listen and speak clearly on telephone.