Client Reference Code: 210793-2
Want to work on a team focused on transforming Quality and Customer Experience across the enterprise? Join a team that is transforming the way we operate through cutting edge business intelligence. The Quality & VOC team leverages state of the art Nexidia Speech technology, Quality Central and NPM to unlock hidden insights. The team builds speech studies, automated quality programs, business intelligence insights and performance management mechanisms designed to support enterprise Quality, Voice of the Customer and Performance Coaching.
Provides support and coordination in the preparation, development and writing of new or revised technical, operating, maintenance, laboratory, or administrative procedures for the Quality, Speech Analytics and VOC teams. Drafts and/or revises procedures, descriptive manuals, data sheets, sketches and other documents to enable personnel to safely and correctly perform work.
Ensures procedures are developed, reviewed, approved and distributed to appropriate personnel in accordance with the established approval process cycle. Ensures that standard operating procedures, manuals, diagrams, charts, specifications are reviewed and accurately integrated into procedures.
Routes and tracks procedures through all stages of the process cycle utilizing automated database and document tracking and retrieval systems. Expedites critical path procedures.
Maintains an accurate log of active procedures.
Prepares established reports and may create ad hoc and trending reports.
Conducts regular and periodic reviews of existing procedures according to established site guidelines, in response to organizational, technical or administrative changes, or at management direction.
May perform review of peer output.
Attends meetings to obtain data and to remain current on technical, regulatory, scheduling and administrative changes and requirements.
Other duties as assigned.
Bachelor’s degree and 1+ year of practical work experience in technical/procedure writing, communications, operations,
Associate’s degree and/or 2+ years practical work experience in technical/procedure writing, operations
High School Diploma or GED and 4+ years practical work experience in technical/procedure writing, operations
Proficient in MS Office Suite and general knowledge/use of database applications.
Fast paced, start up environment
Job Code : TWCHTR303 L&D Process Analyst I Exempt
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