Job Location : Boston,MA, USA
The Process Documentation Sr. Specialist serves as subject matter expert on the Contact Center's policies, procedures, and workflows. This role is responsible for understanding all of the various processes followed by the department, ensuring they are accurately and thoroughly reflected in standard operating procedures, policies, job aides, and training materials. This role will represent the department at interdepartmental meetings to explain current processes. When department, interdepartmental, or company-wide changes are proposed, this position will explain impact to existing workflows as part of impact analysis and then reflect any agreed up on changes across all documentation streams. This position advocates, when and where needed, for or against changes to workflows. Additionally, this role ensures all documentation is accurate and up to date. This role is responsible for the writing, distribution, collection, storage, and maintenance of documentation, optimizing the efficiency of the systems already in place, ensuring that all documentation is accurate and stored securely, and is accessible to the correct stakeholders within CCA.
Essential duties and responsibilities include: reporting to the Training Supervisor, representing the department at interdepartmental meetings to explain current processes, explaining impact to existing workflows as part of impact analysis when changes are proposed, reflecting process or product changes across all documentation streams, advocating for or against changes to workflows to achieve operational success, ensuring all documentation is accurate and up to date, developing new policies and standard operating procedures to reflect department functions, developing and documenting clear and accurate reference and training content for use by the Contact Center staff, synthesizing complex written and verbal communications into clear and digestible content that is understandable to all staff, verifying changes with all impacted stakeholders and obtaining sign off in a timely manner on any changes, facilitating meetings relevant to documentation and communicating with partner departments to support projects, writing, distributing, storing, and maintaining a large volume of documentation such as Standard Operating Procedures (SOPs), policies, training slide decks, reference guides, the knowledge base, and other written materials, ensuring information is consistent across all documentation types, ensuring documentation addresses all contractual and compliance requirements; identifying and filling gaps as needed, serving as subject matter expert on our processes within and outside of the department; attending meetings as necessary and participating in audits and procurements as required, developing and maintaining systems for document storage and is responsible for document updates, security, and access, maintaining detailed and meticulous change logs to ensure edits are tracked and easily identified, working with subject matter experts and analyze source materials to author content that describes business processes in a clear and concise manner, ensuring documentation deadlines and that CCA standards are met, adhering to CCA Brand Standards when developing UX assets, maintaining awareness of daily events in the Call Centers and other departments we support, working with partner departments to regularly review and update existing content, tracking and processing feedback on existing content, reviewing, responding to, and triaging emails sent to the Training and Quality inbox, effectively implementing identified projects to improve department performance or to meet changing business needs, proactively identifying projects that improve the efficiency of the Contact Center and investigating root causes of problems that arise and recommending appropriate course of action to resolve the problem, tracking user engagement and trends to provide feedback on the best ways to improve absorption and accessibility of process vital reference materials, and gathering, tracking and updating staff records related to training and system access.
Working conditions include standard remote work conditions.
Other requirements include providing a writing sample.
Education required includes a Bachelor's degree or equivalent relevant work experience.
Education desired includes a Bachelor's in information technology, Computer or Information Sciences, or Business Administration. Project Management.
Experience required includes minimum 2-3 years of experience in a professional environment and at least 1 year experience with technical writing, policy development, creating reference guides, and/or developing training materials.
Experience desired includes experience in health insurance and a call center.
Knowledge, skills, and abilities required include demonstrated computer literacy and proficiency in Microsoft Office Suite, excellent verbal and written communication skills, the ability to assess all work and prioritize, as necessary, high organization and ability to juggle multiple priorities effectively, the ability to work independently, and as part of a team, with a minimum amount of direction, the ability to work cooperatively as a team member and maintain productive interpersonal relationships and foster teamwork within the department, well-developed interpersonal skills to act in the capacity of liaison, acceptance of change, flexibility and ability to navigate in a fast-paced and ever-changing business environment, the ability to lead meetings and workgroups independently.
Knowledge, skills, and abilities desired include proficiency in Panviva, Sharepoint, Navituso, Market Prominence, Salesforce, Smartsheet or similar, JIRA, Tableau, ServiceNow, Canva, Adobe Creative Suite, ability to generate reports and Gantt charts for projects, graphic design, UX Design, instructional design, fundamental knowledge and understanding of current Contact Center end user needs.
Language required includes English. Language desired includes Spanish.