Highest level of formal schooling for the specific region (High School diploma).
1 – 3 years of Content Writing experienceÂ
Excellent written and verbal communication skills English/Spanish
Great organizational skills and attention to detail
Ability to prioritize your day including time management and flexibility with tasks.
Be able to self-motivate and take onus of job responsibilities.
Possess some HTML and JavaScript skills.
Develops, edits, and publishes content within company brand guidelines and ensures messaging aligns with all channels such as websites and products.
Generates innovative ideas for content and workflow solutions, while working both independently and collaboratively as part of a team.
Has a proven track record disseminating clear process documentation and related communications to ensure business unit compliance with company policies and federal/state laws. Ensures all associates have current process documentation by utilizing change management methodology to allow for accurate version control. Tracks changes for record-keeping purposes along with regulatory or compliance requests. Maintains inventory of process documentation to track distribution and assures legal/compliance approval and consistency throughout all centers. Coordinates with process owners to prevent unauthorized development and implementation of unapproved documentation. Plans and seeks out process improvements and incorporates them into process documentation.
Proactively assesses internal documentation processes and looks for ways to increase and support new content efficiencies and reduce costs.
Demonstrates ability to implement streamlined processes from beginning to end with minimal support from direct manager.
Creates and maintains content in the knowledge management system in a timely manner to ensure all agents have the most accurate and up to date information. Ensures current help site features such as the glossary and tool tips are utilized and maintained. This includes any additional features that may be implemented in the future.
Keeps management and internal customers informed about progress, problems and activities related to process documentation and the knowledge management system. Builds partnerships/relationships through negotiation with all internal customers to ensure documentation meets needs and objectives. Performs periodic tests of the documentation to determine if modification is required.
Acts to narrows site gaps by monitoring KPIs for reporting based on analysis of current content performance and creating dashboards using Google Analytics.
Works with process owners to analyze the effectiveness of process documentation and implements changes as needed.Â
Participates in consumer Operations projects as needed.
