Process Design Analyst – 6-month Short-Term Assignment

This is a fully remote position, open to applicants in Canada.

📋 Description

• Develop, manage, and oversee knowledge articles, procedures, job aids, communications, and various resources utilized by Contact Center Professionals.

• Utilize AI-driven tools and technologies to improve content creation, maintenance, and knowledge dissemination.

• Collaborate with Subject Matter Experts (SMEs) and stakeholders to collect, verify, and document customer service information.

• Evaluate the effects of product updates, process modifications, regulatory changes, and business initiatives on knowledge content.

• Convert complex business information into clear, concise, and actionable instructions.

• Assist in the implementation of new products, systems, and operational initiatives through effective knowledge management practices.

• Ensure that knowledge assets are accurate, compliant, current, and adhere to governance standards.

• Identify knowledge gaps and opportunities for enhancing content quality, usability, and accessibility.

• Represent Knowledge Management in medium to large-scale projects and initiatives.

• Work in collaboration with Operations, Product, Claims, Risk, Compliance, Training, Marketing, Business Consultants, and Project Teams.

• Leverage operational insights and employee feedback to foster continuous improvement.

• Act as a reliable Knowledge Management resource for designated lines of business.

• Manage multiple priorities in a dynamic environment.

⛳️ Requirements

• Exceptional written and verbal communication abilities in both English and French.

• A minimum of 2 years of experience in a Contact Center, ideally supporting Affinity products and services.

• Solid understanding of contact center operations and customer service processes.

• Proven expertise in Affinity products and subject matter knowledge.

• Experience in creating and maintaining procedures, job aids, knowledge articles, communications, or other business documentation.

• Demonstrated openness to adopting AI-enabled tools and emerging technologies.

• Strong analytical, research, problem-solving, and critical thinking capabilities.

• Ability to work autonomously, show initiative, and manage competing priorities effectively.

• Strong skills in stakeholder management, relationship-building, and organization.

• Proficiency in Microsoft Office applications and knowledge management platforms.

• Preferred: Experience in Knowledge Management within a Contact Center setting.

• Preferred: Background in supporting Affinity products, policies, and service processes.

• Preferred: Familiarity with content governance, knowledge lifecycle management, and KM best practices.

• Preferred: Experience with large-scale business initiatives, operational transformations, or process improvement projects.

• Preferred: Experience utilizing operational data, employee feedback, and customer insights to enhance knowledge effectiveness.

• Preferred: Experience in leveraging AI, automation, or digital tools to enhance employee enablement.

• Preferred: Knowledge of Lean, Agile, Continuous Improvement, or Project Management methodologies.

🏝️ Benefits

• Incentive programs and compensation linked to both business and individual performance.

• Health, dental, mental health, and vision benefits.

• Short- and long-term disability insurance.

• Life and Accidental Death & Dismemberment (AD&D) insurance coverage.

• Adoption and surrogacy benefits.

• Wellness benefits.

• Employee and family assistance plans.

• Retirement savings plans, including pension and global share ownership plan with employer matching contributions.

• Financial education and counseling resources.

• Paid holidays, vacation, personal, and sick days.

• Statutory leaves of absence.

• A flexible environment that promotes well-being and inclusion.

• Opportunities for learning and career advancement.