Job Description
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Process & Quality Specialist - Houston, TX
Job Location: Greens Port Industrial Park - 77015
Office Location: Onsite
Employment Type: Salary
Job Type: Full Time
Start a Watco Career and Discover the Difference
Keep the world''s supply chain moving. That''s what the Watco team does every day at our short line railroads, switching sites, terminals, ports, and logistics hubs. Whether you''re at one of these locations or in a support-services role, there''s one thread that ties everyone together. We''re all on the same team. One Watco.
Here''s what you can expect from Watco:
- Outstanding culture recognized by Forbes and Newsweek
- Competitive compensation and benefits
- Paid on-the-job training with peer trainers
- Training for conductors, engineers, mechanics, and MOW Team Members at Watco''s Safe Performance Center
- Leadership and development programs offered through Watco University
- Career advancement opportunities
Job Summary
Schedule: Monday - Friday, 8:00 A.M. - 5:00 P.M.
Location: 14035 Industrial Rd., Houston, TX 77015
This position develops, implements, and maintains training programs and standard operating procedures to support consistent, high-quality performance across customer service and operations teams. It evaluates team efficiency, identifies training needs, ensures compliance with established processes, and provides clear feedback to both team members and management. The role also requires accurate documentation, adherence to company and regulatory standards, and additional duties as assigned.
Essential Duties and Responsibilities
- Develop, implement, and maintain training programs, materials, and resources that support onboarding and ongoing development for customer service and operational teams, including instructional guides, videos, software training content, and role-based training plans.
- Create, maintain, and continuously improve Standard Operating Procedures (SOPs) to support consistency, efficiency, and compliance across customer service and operational functions.
- Coordinate and deliver training initiatives by scheduling sessions, conducting role-based training, maintaining training records and participant signoffs, and supporting both new and tenured employees.
- Serve as a primary point of contact for troubleshooting and supporting resolution of system-related issues within the Terminal Operating System (TOS), including responding to and managing support requests through the Footprint platform and coordinating with Business Solutions and Service Assurance teams as needed.
- Conduct collaborative process reviews, efficiency testing, and quality assurance evaluations to identify process gaps, training opportunities, and areas of noncompliance; provide constructive feedback and communicate findings to leadership.
- Partner with leadership, management, and cross-functional teams to identify training needs, support operational expectations, recommend process improvements, and contribute to operational efficiency and continuous improvement initiatives.
- Support system enhancement initiatives by gathering feedback from business users, documenting requirements, performing testing of new functionality and updates, and assisting with implementation efforts.
- Work closely with business groups and field users to understand operational needs, gather feedback, and provide practical process and system recommendations that support day-to-day business operations.
- Create, maintain, and support reports, dashboards, presentations, and data solutions for both ad hoc and recurring business needs while ensuring accuracy and usability of information.
- Support reporting and system enhancement initiatives by coordinating issue resolution, maintaining enhancement backlogs, monitoring progress, communicating updates and priorities, and collaborating with team members to support timely completion of initiatives.
- Travel to Watco locations as needed to support training, system implementations, process improvements, troubleshooting efforts, and operational initiatives.
- Demonstrate commitment to operational excellence and perform additional duties and responsibilities as assigned.
Qualifications
Qualified candidates have experience supporting on-premise and SaaS applications and excel in requirements gathering, process analysis, and system integration. They are able to translate business needs into effective technical solutions and bring strong analytical, communication, and collaboration skills to support successful delivery across Agile and Waterfall environments.
- 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.
- 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 preferred.
Education
High School or GED equivalent
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