Knowledge Management Analyst

We need people with a common purpose and an uncommon commitment to help build the new CUNA Mutual - a dynamic and growing company with a culture of performance, high standards, and defined values.

Our company’s history is founded on an unparalleled commitment to the markets we serve. Today, our people are engaged, rewarded for performance, and making a difference for our customers and our community. And our future is based on our people - people driven to deliver value through innovation, involvement, and hard work.

We at CUNA Mutual are looking for a skilled Knowledge Management Analyst.

Under the general direction of the Quality Assurance leader, the Knowledge Management Analyst will ensure that the highest standards for customer interactions, process transactions, and process documentation are attained. Responsibilities include evaluating customer contacts and process transactions to ensure consistency of quality. Additional responsibilities include creating, updating, and auditing procedure documentation to ensure items include current information and are being utilized by staff. Identify opportunities for employee development and training, performance management input, process improvement and compliance. Provide management with quantitative reports and analysis of trends on agent performance and recommend areas for improvement throughout the customer experience process. Assist in coaching staff for success. The goal of these efforts is to provide support and information that will be used to achieve the quality goals.

Job Responsibilities:

• Review and evaluate contacts and transactions for employees on a regular basis. Identify opportunities for employee development and training, provide performance management input, and identify process improvements.

• Analyze, evaluate and recommend changes in practices, policies, systems and procedures to promote knowledge management and customer service excellence.

• Maintain all aspects of the Quality Assurance program to meet the vision, strategies, policies and procedures of the corporation.

• Establish, maintain and implement written quality guidelines that support existing business process/functions.

• Work with operational personnel to insure consistency of quality process and maximum utilization of resources across the department.

• Responsible for product, process and system knowledge for assigned units.

• Creates new procedure documentation as new processes are developed including standard operating procedures, desktop procedures, and process maps.

• Maintain and enhance procedure documentation through regular proactive audits and as problems or omissions are reported by functional managers or front line staff. Ensure documentation meets corporate standards and is user friendly for both new hires and experienced users.

• Conduct interview sessions with local subject matter experts for deep process understanding and to identify process changes.

• Track document changes through inventory system to ensure regular updates of all documents in all assigned departments
  

• Bachelor's degree or comparable work experience in related field

• 3-5 years proven, high quality customer service experience with related work experience in procedure documentation.

• Demonstrated excellent technical written and verbal communication skills.

• Demonstrated ability to work in a team environment through effective interpersonal skills.

• Demonstrated ability to achieve positive results through influence, leadership, and coaching.

• Strong analytical and problem solving skills.

• Strong organizational skills with an attention to detail and accuracy.

• Strong work ethic, flexibility, positive attitude and the ability to maintain confidential information and the trust of others.

In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded. To apply, create a career notification agent, and learn more about how CUNA Mutual delivers relevant products - via our Insurance, Services, and Asset Management businesses - to customers around the globe, visit our website at:

EOE