Job: Process Improvement Specialist

This is a tremendous opportunity to join a technology oriented organization where you can make an immediate impact and continue to grow your quality assurance and leadership skills!

The objective is to make sure that the quality of all communications with customers, regardless of whether it is written or verbal form, is at a high level. Newtek uses several familiar communications methods including phone internet, chat and email. In addition, internal communications will be a focal point. As a quality assurance team member you will be implementing continuous improvement which entails planning enhancements that can be enabled to improve the quality of communications in all areas of Newtek Technology Services.

At Newtek Technology Services, innovative, forward-thinking professionals with a commitment to providing value-added products and services build our success. Enjoy personal development in a team-oriented, technologically advanced environment. If you want to be part of a growing company founded on honesty and integrity that is looking to further expand its business model, Newtek Technology Services is the company for you.

Essential Duties and Responsibilities:
o Audit inbound/outbound communication formats for quality of service and process improvements
o Data collection and analysis of internal processes
o Create and compile reports
o Responsible for assisting in creating of training material
o Assist in developing company quality assurance guidelines and SOP’s
o Drive quality as a key element of customer loyalty and satisfaction
o Be willing to question “how” and “why” things are currently done and provide guidance on how to constantly improve.
o Increase job knowledge with an active listening, researching, evaluating and responding learning cycle.
o Follow up and research to solve problems
o Creating, preparing and presenting training programs
o Other duties as assigned

Requirements:
o Exceptional written and oral communication, customer service and problem solving skills
o Strong Microsoft Office skills
o Accurate data entry skill
o Demonstrate strong work ethics at all times and be a team player
o Ability to learn company quality and customer service practices
o Solution focused mind set
o Past history working in an environment with customer facing teams
o Ability to work in a fast-paced technology environment and work well under pressure
o Enjoy rapid change
o Understanding of Six Sigma methodologies a plus
o Ability to type 40 wpm or more

Primary consideration will be given to individuals that possess a working knowledge of the internet, web design and development, email systems and overall web-based environments.

For more information about Newtek Technology Services, visit our web site at www.crystaltech.com.