CAREERS

PROCESS DEVELOPMENT

The Process Development team helps give structure to Rocket Station's many systems and foundations. These are detail-oriented, highly organized, and analytical individuals whose main responsibility is to understand clients’ businesses, create effective business workflows and process documents based on their needs and expectations. These individuals are also highly skilled in developing and maintaining professional relationships between clients of Rocket Station.

  • PROCESS DEV QA
  • PROCESS COORDINATOR
  • PROCESS DEVELOPER
  • PROCESS DEVELOPMENT ADMIN SPECIALIST
PROCESS DEV QA

QUALITY ANALYST

PROCESS DEVELOPMENT

KEY ROLE

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our Process Developers and Coordinators by conducting regular call and process document audits.. The QA will ensure that the team’s performance is at par with company quality standards.

RESPONSIBILITIES

Conduct regular call and process document audits to make sure that the team performs based on company quality standards.

Provide trend data to the team managers. Use the quality monitoring data to compile and track performance at team and individual level.

Develop and perform quality tests for the Process Development Team.

Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are improved,developed, and achieved based on quality test results.

Create, review and refine internal process documents based on company standards

Conduct calibration sessions with the team once or twice a month and provide data/report regarding the result of each calibration session.

Assist the Process Development Manager with the scorecard development and tracking.

Perform other duties as assigned

QUALIFICATIONS

Must have at least 2 years of experience as a Quality Assurance Analyst in a BPO company handling call audits and analyzing performance trends.

Excellent verbal and written English communication skills.

Must be efficient with MS Office applications and Google Docs.

Skills in complex problem solving, judgment, critical thinking and decision making.

Ability to be highly organized with an emphasis on accuracy and timeliness.

Ability to organize information and have attention to detail and accurately follow procedures.

Ability to work with others in a team environment, occasionally under time pressure and on several tasks at the same time.

Ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, including being sensitive to professional ethics.

Ability to work in shifting schedules.

SYSTEM REQUIREMENTS

Computer Processor: at least i3 (for both primary and back-up computers)

Computer Memory/RAM: at least 8.00 GB (for both primary and back-up computers)

Computer Operating System: at least Windows 7 64-bit

Internet Speed

Primary Connection: running on a 10 Mbps wired plan (above 10mbps preferred)

Back-up Connection: running at least 10 Mbps

PROCESS COORDINATOR

PROCESS COORDINATOR

PROCESS DEVELOPMENT

KEY ROLE

The Process Coordinator is responsible for providing support to the Process Development team in understanding clients’ businesses, creating effective business workflows and process documents based on their needs and expectations.

RESPONSIBILITIES

Review the VA task list and help create the process map and documents used by other departments to ensure successful VA and Client partnerships.

Assist Process Developers in identifying improvements that can be implemented with their current processes while creating an effective plan through the assistance of our Client-VA pairs.

Create trackers or templates based on the determined tasks that our VAs can accomplish during process mapping calls.

Complete process flows and documents for clients that will be endorsed to the Operations Team.

Review data and proactively look for trends that could lead to process improvements, behavioral trends, operational improvements and efficiencies.

Maintain confidentiality of client and company data without exception.

Research on a system/tool's interface, functions, and features to help create a master file document

Facilitate communication and interaction between other team members, departments, or different providers' Customer Support

Coordinate with the Process Developers regarding the completed process documents for review.

Coordinate with the CS Support of different providers to check the process or function of a tool/ system.

Coordinate with the Operations Team regarding the completion of process materials of clients that will be endorsed to their team.

QUALIFICATIONS

Excellent communications skills (written and verbal)

Ability to manage and organize data

Detail-oriented

Technically oriented person

Able to adapt and learn new systems and tools

Proactive and self-reliant

SYSTEM REQUIREMENTS

Computer Processor: at least i3 (for both primary and back-up computers)

Computer Memory/RAM: at least 8.00 GB (for both primary and back-up computers)

Computer Operating System: at least Windows 7 64-bit

Internet Speed

Primary Connection: running on a 10 Mbps wired plan (above 10mbps preferred)

Back-up Connection: running at least 10 Mbps

PROCESS DEVELOPER

PROCESS DEVELOPER

PROCESS DEVELOPMENT

KEY ROLE

The Process Developer is responsible for understanding clients’ businesses and creating effective business workflows and process documents based on their needs and expectations.

RESPONSIBILITIES

Lead Client Process Mapping calls with the purpose of creating a VA task list and an overall process map that will be used by other departments to ensure successful VA and Client partnership.

Engage clients and guide them in discussing the specific technical processes and procedures that their business follows.

Take detailed notes based on discussions and be able to quickly identify any gaps in the information that the clients provide so that he or she can ask the right questions at the right time.

Use the meeting notes and recordings, create and complete a flow chart and process document then endorse it to the Operations Team. The document must be organized and well-written so that it will be quick to navigate through and easy to read.

Assist clients in identifying improvements that can be implemented on their current process, and create an effective plan.

Determine the tasks that our VAs can accomplish during process mapping calls

Facilitate communication and interaction between various functional departments.

Review data and proactively look for trends that could lead to process improvements, behavioral trends, operational efficiencies, and improvements.

Maintain confidentiality of client and company data without exception.

Develop and maintain an understanding of Rocket Station systems used to generate and track data, including the equations used to derive specific calculations.

Skilled at building professional relationships by adapting to different communication styles and by utilizing skilled questioning techniques. Build rapport and trust to set a long-term relationship with the client.

Additional duties as assigned.

QUALIFICATIONS

Strong analytical, and thought organization skills

High attention to detail

Experience in product training and training materials creation

Excellent written and verbal communication skills

Strong initiative; ability to work in a fast-paced environment

Ability to effectively interact with clients and team members at all levels of the organization

Good organizational/time management skills.

Highly dependable/Good attendance record

Demonstrated flexibility and adaptability to change

In-depth knowledge and understanding of Real Estate is a plus

Amenable to work based on the client’s timezone

SYSTEM REQUIREMENTS

Computer Processor: at least i3 (for both primary and back-up computers)

Computer Memory/RAM: at least 8.00 GB (for both primary and back-up computers)

Computer Operating System: at least Windows 7 64-bit

Internet Speed

Primary Connection: running on a 10 Mbps wired plan (above 10mbps preferred)

Back-up Connection: running at least 10 Mbps

PROCESS DEVELOPMENT ADMIN SPECIALIST

PROCESS DEVELOPMENT ADMIN SPECIALIST

PROCESS DEVELOPMENT

RESPONSIBILITIES

Send email reminders to confirm the process discussion calls scheduled for the day

Follow-up clients with missing credentials and process documents/feedback through calls and emails

Track client interview date, VA start date and send reminders to Process Developers for every client assigned them