Procedure Writer

About the role

This role is focused on improving and modernizing existing procedural documentation for a contact center team. The main objective is to enhance the quality, consistency, and AI-readiness of current documents. This position involves reviewing, cleaning up, and restructuring content to ensure it is clear, concise, and compliant with audit and certification standards. This is not a net-new content creation role but rather a process improvement and optimization opportunity.

Responsibilities

• Review and clean up existing procedures, focusing on clarity, consistency, and removing outdated content.
• Restructure oversized documentation by breaking out content into distinct sections for required steps and best practices.
• Ensure procedures are prepared for AI-driven workflows and tools.
• Support audit readiness and compliance by ensuring documentation meets association and certification requirements.
• Collaborate with the procedure and quality teams to improve documentation governance.
• Perform system testing to validate procedures.
• Recommend solutions to procedure-related process and workflow issues.

Required Qualifications

• A high school diploma or GED.
• Three years of experience developing organizational procedures.
• Strong organizational skills with the ability to distinguish between required steps and supplemental information.
• A solid understanding of documentation and process management.
• Demonstrated ability to plan, organize, and prioritize multiple tasks.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office suite (Word, Excel) and web browsers.

Preferred Qualifications

• A Bachelor’s degree in a related field or a certificate in Business Writing, Technical Writing, or Journalism.
• Experience in the healthcare industry.
• Previous operations experience.
• Familiarity with procedure or document management systems.
• Exposure to creating AI-ready documentation or modernizing workflows.

Benefits

• Medical, dental, vision, life, disability, and other insurance plans with optional layers of financial protection.
• Employee Stock Purchase Program (ESPP) and 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program, access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and other perks to associations including CompTIA and IIBA.
• Dedicated customer service team for Consultants, plus a certified Career Coach.