Business Process Analyst

About this role

Description:

Summary:

Flatter, Inc. (Flatter) is hiring experienced Business Process Analyst (PMO/Reporting/Metrics/Analytics) to support the Program Management Office (PMO) for USDA Rural Development Loan Servicing operations in San Antonio, TX. In this role, you will provide analytical, operational, and reporting support to ensure contract performance, compliance, and mission success. The Business Process Analyst supports program leadership by tracking performance metrics, monitoring deliverables, managing reporting requirements, and ensuring alignment with USDA contractual standards and operational objectives.

### Essential Functions

• Support the Program Management Office (PMO) in monitoring contract performance, service level agreements (SLAs), and key performance indicators (KPIs) related to call center and loan servicing operations.
• Collect, analyze, and report operational data including call volume trends, case resolution metrics, backlog status, and productivity measures.
• Develop and maintain dashboards, program reports, executive briefings, and performance summaries for internal leadership and USDA stakeholders.
• Track deliverables, milestones, and action items to ensure timely and compliant contract execution.
• Coordinate with Operations, Training, Quality Assurance, and IT teams to identify risks, process gaps, and performance improvement opportunities.
• Support audit readiness activities by maintaining documentation, tracking corrective actions, and ensuring compliance with USDA Rural Development policies and federal requirements.
• Assist in workforce planning analysis including staffing trends, call forecasts, and workload distribution assessments.
• Conduct root cause analysis on performance issues and provide data-driven recommendations to program leadership.
• Maintain configuration control of program documentation, standard operating procedures (SOPs), and reporting templates.
• Support transition planning, surge support analysi...