Technical Writer Communication Analyst

Principal Duties and Responsibilities:

• Ability to review technical requirements to create documentation to be used by end-users ranging from contact center employees to regulatory body auditors.
• Plan, develop, organize, write and edit operational procedures for communication alerts, reference material and manuals used in contact centers
• Maintain, review and update Knowledge Base System materials to ensure information is current, relevant and accurate.
• Maintain, review and update Standard Operating Procedures as needed and create an annual review process of materials.
• Maintain and update Standard Responses for customer written channels of communications (email/chat).
• Analyze documents to maintain continuity of style of content.
• Create, write and participate in UAT testing for production releases that are Customer or Guide impacting.
• Ability to work with SMEs and cross-functional teams to create training documentation for new processes, along with monthly refreshers and process changes.
• Ability to facilitate and conduct high level Train the Trainer for end users
• Participate in projects that impact Operations and/or Customer Experience as needed
• Perform other assigned duties as needed

Experience and Education:

• Bachelor's degree in journalism, English, communications or the equivalent of 2 years of professional business writing experience for end-users preferred.
• 2+ years of contact center or professional trainer experience preferred
• Preferred experience on Process Improvement Teams
• Preferred experience or exposure to Business Analytics, UAT testing, and writing test cases.
• Strong written and verbal communications skills
• Ability to utilize standard software applications to include MS Office suite.
• Knowledge of commonly-used concepts, practices, and procedures within the contact center field preferred.
• Must enjoy working in a fast-paced; high-volume and ever-changing work environment