Documentation Specialist - Customer Service

SOFT's client located in Cumberland, RI ( Hybrid ) is looking for a Documentation Specialist - Customer Service for a long term contract assignment.

Reporting to the Training and Quality Supervisor with direct daily guidance provided by the Senior SOP and Communications Specialist, the Content Development and Communication Specialist is responsible for the accuracy and documentation of various procedures. This individual will create new, and improve upon existing standard operating procedures, job aids, customer letters, and supporting program execution information. Also, this individual will be responsible for identifying and continually making process approvements in alignment with evolving organizational priorities and strategy.  Additionally, this role is responsible for all customer communications in partnership with the Senior SOP and Communications Specialist. Lastly, this role will support the quality and training team as needed.

Callouts
- Candidate will be expected to be in office 3-5 days a week in Cumberland, RI

Responsibilities:

Collaborate cross-functionally to design and implement operational best practice processes, cultivating and institutionalizing a continuous improvement culture and mindset within CS and ensuring compliance with policies and procedures  

Develop and maintain collaborative relationships with business process owners and product teams to support change and innovation and the successful deployment of continuous improvement culture 

Responsible for creating/updating and maintaining process documentation (SOPs, Process Flows, Work Instructions) within the agent knowledge management tool 

Will work closely with department leadership and subject matter experts (SMEs) to understand current processes and develop documentation in compliance w/ regulatory guidelines 

Ensure consistency across documentation and products and drive a thoughtful user experience 

Challenge existing processes and continuously seek ways to drive consistency, standardization and best practices in order to streamline processes, drive efficiencies, create value, and create a continuous improvement mindset and culture 

Ensure documentation integrity and consistency of documentation practice 

Design new and improve existing CS operational procedures, job aids, and maintain a sustainable governance process for periodic reviews and updates. 

Remains up to date with, and leverages, the latest process improvement methods and practices  

Support training initiatives by creating documentation outlining processes in a clear, succinct, and easy to understand manner 

Identify relevant changes for assigned departments based on process changes in other areas of the business 

Builds strong internal and external relationships to gain and share best practice insight. 

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction, vendor training, and coordination of work amongst teams. 

Qualifications:

​​Education/ Experience​ 

Bachelor’s degree 

At least five years of Process documentation & Communication experience  

Ability to absorb information from a myriad of stakeholders and functions, develop creative/practical documentation to achieve desired, timely results in a highly technical, operational environment is required.  

Excellent written and verbal communication 

Excellent organizational and time management skills with the ability to manage multiple programs and stakeholders 

A demonstrated knowledge of continuous improvement methods, tools and practices including proficiency in Microsoft Office and other related program software.

Job Types: Full-time, Contract

Pay: $50.00 - $55.00 per hour

Shift:

• Morning shift

Experience:

• Process documentation & Communication: 5 years (Required)
• sustainable governance process: 6 years (Required)
• SOPs, Process Flows, Work Instructions: 5 years (Required)
• subject matter experts (SMEs: 5 years (Required)

Location:

• Cumberland, RI (Required)

Work Location: Hybrid remote in Cumberland, RI

Salary : $50 - $55