Managing written and online communications to apply internal process improvement initiatives to process documentation when required.
Maintain contact with and manage communications appropriately with all stakeholders in the agreed process
Identify opportunities to enhance process documentation and communicated resolution which will improve the process and provide a better agent and user experience
Constant communication between the internal teams and client; operating as the liaison between external stakeholders and internal leadership to support knowledge base content creation and maintenance.
Identify opportunities to ensure compliance of operational documentation, reduce knowledge gaps due to lack of documentation, and support ad hoc documentation escalations.
Creating, auditing, and maintenance of process documentation in the client's central repository (knowledge base).
Create consumable materials with high accuracy to be utilized by internal programs and external stakeholders.
Maintain the highest level of expertise in the area of specialty and interact with subject matter experts in QTP (quality, training, and process) development.
Monitor the quality and effectiveness of documentation in the learning environment and outcomes, including classroom, course curriculum and instructor readiness, and support internal training resources to conduct sessions.
Support the operation needs as instructed in reporting to the Operations Manager to ensure high quality execution, timely updates to documentation, and create new content as needs arise.
Diploma or Bachelors Degree in Business or equivalent
Minimum of 1 year experience in instructional material design and training documentation.
Minimum of 1 year of experience in a customer facing operations environment
Minimum of 2-3 years experience in delivery operations
Excellent technical writing skills and communication skills
Flexible in a fast-paced environment
Experience in an online operation and/or online escalations environment
Maintains calm focus and communicates effectively
Good communicator and presentation skills
Comfortable in managing escalations stakeholder
Awareness of the importance of data and key performance metrics
Ability to perform in a complex, high-stakes, fast-paced environment
Active user of social media services and have an active account in one or more social network
Must be available to work a recurring 5-day / forty-hour work week at the designated onsite location and will include scheduled days Monday-Sunday.
Must be available to work scheduled shifts including schedule rotation for some holidays.
Must be able to work scheduled shift during contracted regionally-aligned (NA, EMEA, or APAC) standard operating hours.
Bernice Mae Nocum Rallonza EA License No. 02C3423 Personnel Registration No. R1442141
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