Job Scope:

• 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.

Job Qualifications:

• 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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