Job Description

Role Description

Gainwell Technologies is seeking a highly motivated and detail-oriented Process Writer to join our Customer Experience (CX) team. This role will be instrumental in documenting processes, writing procedures, and creating Standard Operating Procedures (SOPs) for all CX functional areas.

• Process Documentation:
  • Work closely with Lean Six Sigma Black Belts and CX teams to document existing processes through detailed flowcharts, process maps, and written descriptions.
  • Conduct a thorough gap analysis to identify inefficiencies and suggest improvements.
  • Ensure all documentation is standardized, consistent, and aligned with organizational and industry best practices.
• SOP Development:
  • Write and maintain clear, concise, and standardized Standard Operating Procedures (SOPs) for all CX functional areas.
  • Regularly review and update SOPs to ensure accuracy and relevance.
  • Implement version control procedures to track changes and updates.
• Quality Assurance:
  • Conduct periodic reviews and validations of process documentation to ensure it reflects actual operations and complies with operational standards.
  • Gather feedback from stakeholders and operational teams to refine and enhance documentation as necessary.
• Training Support:
  • Collaborate with the training department to align training materials with documented processes.
  • Assist in the development of training programs and evaluate their effectiveness.
  • Make recommendations for improvements based on feedback and process changes.
• Documentation Standards:
  • Develop and implement documentation standards and best practices to ensure consistency and usability across all CX processes.
  • Create and maintain documentation templates, tools, and resources to facilitate standardized practices.
• Collaboration:
  • Work with cross-functional teams to gather information, clarify process details, and ensure comprehensive documentation.
  • Engage with stakeholders to understand their needs and incorporate their feedback into documentation.
• Reporting and Communication:
  • Track and report progress on documentation projects, ensuring deadlines are met and deliverables are of high quality.
  • Communicate findings, recommendations, and updates to team members, stakeholders, and management.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Bachelor's degree in business applications or related field preferred.
• Three or more years of knowledge management experience.
• Experience working with company knowledge assets.
• Experience working with company methodologies and process frameworks.
• Familiarity with Lean Six Sigma methodologies or Lean Six Sigma Green Belt Certification is a plus.

Requirements

• Analytical and problem-solving skills.
• Personal computer and business solutions software skills.
• Good communication skills.
• Good interpersonal skills to interact and develop relationships/influence both internal and external personnel.
• Organization skills to balance and prioritize work.
• Interpersonal skills to communicate with different business units and subject matter experts.
• Business analysis and process modeling skills.
• Technical writing skills.
• Ability to work independently and as part of a team.

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Leadership and technical development academies to help build your skills and capabilities.

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