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Process Improvement Analyst - NCC - 991675 **Internal to Department Only**
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Job Number: 506358
Work Type: Full Time with Full Benefits
Location: Fort Lauderdale-Davie, Florida
Categories: Information Technology, Call Center & Engagement Services
| About Us: |
We are excited that you are considering joining Nova Southeastern University!
We appreciate your support in making NSU the preeminent place to live, work, study and grow. Thank you for your interest in a career with Nova Southeastern University. NSU considers applicants for all positions without regard to race, color, religion, creed, age, sex, sexual orientation, gender identity or expression, genetic information, disability, political affiliation or belief, national origin, marital or veteran status or any other legally protected status. |
| Job Title: | Process Improvement Analyst - NCC - 991675 **Internal to Department Only** |
| Location: | Fort Lauderdale-Davie, Florida |
| Work Type: | Full Time with Full Benefits |
| Job Category: | Exempt |
| Hiring Range: | |
| Pay Basis: |
Annually |
| Subject to Grant Funding?: | No |
| Essential Job Functions: | 1. Collaborates with NCC Business and Academic partners on processes, quality indicators, and service goals. 2. Reviews contact center calls to understand caller experience and identify needs and expectations. Provides feedback to partners on process issues or concerns. 3. Monitors the effectiveness and quality of incoming calls, chats, and emails. 4. Determines weaknesses in performance and establishes solutions to improve. 5. Ensures compliance with the company's policy and quality systems. 6. Identifies process improvement opportunities and presents to leadership. 7. Generates and maintains feedback and coaching documentation. 8. Provides feedback to NCC team leaders and managers. 9. Offers daily feedback via verbal & written communication. 10. Develops and maintains thorough knowledge and understanding of processes, services, offerings for academics, business units and NSU Health, including performance and functional requirements of contact center. 11. Updates and maintain NCC Process Website. 12. Monitors and communicates process changes and updates. 13. Develops, reports, and analyzes contact center and business metrics specific to monitor progress against contact center targets and goals. 14. May act as project leader for assigned project(s). 15. Gathers data pertaining to customer needs, and uses the information to identify, predict, interpret, and evaluate system and network requirements. 16. Works as part of a project team to coordinate database development and determine project scope and limitations. 17. Reviews workflow charts to understand tasks computer and agent will perform, such as updating records. 18. Reviews project plans to plan and coordinate assigned project activity. 19. Helps programmers and systems analysts test and debug new programs or NCC systems. 20. Meets with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems. 21. Operates spreadsheet programs and other types of software to load and manipulate data and to produce reports. 22. Retrieves, separates, and sorts program output as needed, and sends data to specified users. 23. Develops and implements processes and reports to audit data quality, ensure accuracy, and increase productivity. 24. Maintains employee, patient and student data integrity and confidentiality. 25. Examines theories, such as those of probability and inference, to discover mathematical bases for new or improved methods of obtaining and evaluating numerical data. 26. Attends meetings, educational conferences, and training workshops and serves on committees. 27. Serves as trainer and mentor for junior employees. 28. Ensures compliance with university and departmental policies and procedures, including compliance with Health Insurance Portability and Accountability Act (HIPAA) to always safeguard protected health information (PHI). 29. Completes special projects as assigned. 30. Performs other duties as assigned or required. |
| Marginal Job Functions: | |
| Required Knowledge, Skills, & Abilities: | Knowledge: 1. English Language - Thorough knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. 2. Customer and Personal Service - Thorough knowledge of principles and processes for providing customer and personal services. This includes needs assessment, meeting quality standards for services, and evaluation of user satisfaction. 3. Mathematics - Thorough knowledge of arithmetic, algebra, geometry, calculus, and/or statistics, and their applications. 4. Computers and Electronics - General knowledge of computer hardware and software, including applications, programming, and/or systems configuration. 5. Intermediate knowledge of MS Office Suite (Outlook, Word, Excel, PowerPoint). Skills: 1. Mathematics - Advanced skills in using mathematics to solve problems. 2. Critical Thinking - Proficient skills in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. 3. Active Listening - Proficient skills in giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. 4. Active Learning - Proficient skills in understanding the implications of new information for both current and future problem-solving and decision-making. 5. Complex Problem Solving - Proficient skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. 6. Judgment and Decision Making - Proficient skills in considering the relative costs and benefits of potential actions to choose the appropriate one. 7. Programming - Basic skills in writing computer programs for various purposes. 8. Self-Direction - Proficient skills in motivating oneself to work independently, as well as working well within teams. Abilities: 1. Oral Comprehension & Expression - The ability to listen to, understand, and communicate information and ideas presented through spoken words and sentences so others will understand. 2. Written Comprehension & Expression - The ability to read, understand, and communicate information and ideas in writing so others will understand. 3. Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (including finding a relationship among seemingly unrelated events). 4. Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense. 5. Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. 6. Ability to work with computer applications such as Microsoft Office to include Word, Excel, PowerPoint, and Access. 7. Mathematical Reasoning - The ability to choose the right mathematical methods or formulas to solve a problem. 8. Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly. Physical Requirements and Working Conditions: 1. few feet of the observer). 2. Speech Recognition - Must be able to identify and understand the speech of another person. 3. Speech Clarity - Must be able to speak clearly so others can understand you. 4. May be required to work nights or weekends. 5. May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties. 6. May be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils, and computer keyboards. |
| Job Requirements: | |
| Required Certifications/Licensures: | |
| Required Education: | Associate’s degree |
| Major (if required): | |
| Required Experience: | Associate’s degree or 60 completed college credit hours and four to six (4-6) years of experience in the field or closely related area, -OR- Bachelor’s degree and two to four 2-4) years of experience in the field or closely related area. |
| Preferred Qualifications: | 1. Six Sigma/Process Analysis. 2. Process Improvement analysis. 3. Understanding processes related to healthcare management, including knowledge of medical terminology and EMR scheduling procedures within a University setting. 4. Understanding of processes related to academic admissions, enrollment, recruitment, financial aid, bursar, and registration. |
| Is this a safety sensitive position? | No |
| Background Screening Required? | Yes |
| Pre-Employment Conditions: |
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| Sensitivity Disclaimer: | Nova Southeastern University is in full compliance with the Americans with Disabilities Act (ADA) and does not discriminate with regard to applicants or employees with disabilities, and will make reasonable accommodation when necessary. |
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