Process Documentation Specialist

This position is available to remote employees residing in Massachusetts. Applicants residing in other states will not be considered at this time.

Position Summary:

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 & Responsibilities:

* Reporting to the Training Supervisor, the Process Documentation Sr. Specialist serves as subject matter expert on department policies and procedures.
* Represents the department at interdepartmental meetings to explain current processes
* When needed, explain impact to existing workflows as part of impact analysis when changes are proposed
* Reflects process or product changes across all documentation streams
* Advocates, when and where needed, for or against changes to workflows to achieve operational success
* Ensures all documentation is accurate and up to date and produces documents to be shared with auditors, regulators, to other departments, and within the department
* Develops new policies and standard operating procedures to reflect department functions
* Develops and documents clear and accurate reference and training content for use by the Contact Center staff.
* Synthesizes complex written and verbal communications into clear and digestible content that is understandable to all staff
* Verifies changes with all impacted stakeholders and obtains sign off in a timely manner on any changes
* Facilitates meetings relevant to documentation and communicate with partner departments to support projects.
* Responsible for the writing, distribution, storage, and maintenance of a large volume of documentation such as Standard Operating Procedures (SOPs), policies, training slide decks, reference guides, the knowledge base, and other written materials. Ensures information is consistent across all documentation types.
* Optimizes the efficiency of systems already in place, ensuring that all documentation is accurate and stored securely, and is accessible to the correct stakeholders within the organization.
* Ensures documentation addresses all contractual and compliance requirements; identifying and filling gaps as needed.
* Serves 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.
* Develops and maintains systems for document storage and is responsible for document updates, security, and access.
* Maintains detailed and meticulous change logs to ensure edits are tracked and easily identified.
* Works with subject matter experts and analyze source materials to author content that describes business processes in a clear and concise manner. Must be able to write copy in multiple styles and for multiple audiences.
* Ensures documentation deadlines and that CCA standards are met.
* Adheres to CCA Brand Standards when developing UX assets.
* Maintains awareness of daily events in the Call Centers and other departments we support. This includes maintaining our knowledge base (Panviva) landing page and developing department digest on a regular basis.
* Works with partner departments to regularly review and update existing content.
* Tracks and processes feedback on existing content; conducting research when needed to determine if changes to the process should be made. This includes the feedback workflow in Panviva and feedbacks provided via email to the Training and Quality inbox.
* Reviews, responds to, and triages emails sent to the Training and Quality inbox.
* Ensure effective implementation of identified projects to improve department performance or to meet changing business needs.
* Proactively identify projects that improve the efficiency of the Contact Center and investigate root causes of problems that arise and recommend appropriate course of action to resolve the problem.
* Tracks user engagement and trends to provide feedback on the best ways to improve absorption and accessibility of process vital reference materials.
* Gathers, tracks and updates staff records related to training and system access.

Working Conditions:

Standard remote work conditions.

Other:

* Provide writing sample.

Education Required:

* Bachelor's degree or equivalent relevant work experience required

Education Desired:

* Bachelors in information technology, Computer or Information Sciences, or Business Administration.
* Project Management

Experience Required:

* Requires minimum 2-3 years of experience in a professional environment
* Requires at least 1 year experience with technical writing, policy development, creating reference guides, and/or developing training materials

Experience Desired:

* Experience in health insurance
* Experience in a call center

Knowledge, Skills & Abilities Required:

* Demonstrated computer literacy and proficiency in Microsoft Office Suite
* Requires excellent verbal and written communication skills to effectively impart information to a variety of audiences.
* Requires the ability to assess all work and prioritize, as necessary.
* Must be highly organized and be able to juggle multiple priorities effectively.
* Must be able to work independently, and as part of a team, with a minimum amount of direction.
* Must have the ability to work cooperatively as a team member and maintain productive interpersonal relationships and foster teamwork within the department; an attitude of cooperation and a commitment to the enterprise is essential and with partner departments.
* Requires well-developed interpersonal skills to act in the capacity of liaison.
* Must be accepting of change, flexible and able to successfully navigate in a fast-paced and ever- changing business environment.
* Must be an effective and confident facilitator.
* Requires the ability to lead meetings and workgroups independently.

Knowledge, Skills & Abilities Desired:

* Proficiency in:
o Panviva (formerly SupportPoint)
o Sharepoint
o Navitus
o Market Prominence
o Salesforce
o Smartsheet or similar
o JIRA
o Tableau
o ServiceNow
o Canva
o 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:

* English

Language Desired:

* Spanish