Training Technical Writer
Equifax, Inc
Heredia, Heredia, Costa Rica
hace 1 día

Assist in developing and designing general or specific training materials using non-standard tools such as Articulate, Captivate, Camtasia, Premier, HP ART, Biteable, Videoscribe.

Assist in assessing existing training material and processes documented at the SSC to determine if they are up to date and written in an effective manner.

Ensure all requisite documentation is collected while monitoring training effectiveness and employee progress in accordance with program objectives.

Function : Compliance / Operations

Responsible for the management of current contractual relationships and the operational delivery of services to customers of an account or group of accounts.

It acts as the first point of contact of the clients regarding the daily service delivery in general. Assumes the main responsibility for customer satisfaction with the service provided.

It is responsible for the programs to establish and maintain the quality standards of the existing products and services.

Group : Quality Assurance and Operations Training

Develop policies, procedures and methods to measure, evaluate and improve the quality of products and services. Conducts audits and timely inspections to ensure the quality levels of the products.

Carries out training activities in operations and products with the purpose of guaranteeing quality in the delivery of products and services.

Apply a theoretical knowledge base to work and achieve goals through your own work.

It is characterized by having specific functional knowledge typically obtained through formal education.

You can guide others as a project manager using their technical knowledge.

Organizational Competences :

  • Business Knowledge - Demonstrates a general business knowledge developed through education or past experiences. Look for opportunities to raise awareness about Equifax's basic products and services and how customers use those offers.
  • Problem Solving and Decision-making - Analyzes information of routine situations, and requests mentorship from more experienced colleagues to help interpret the results and resolve areas of ambiguity.
  • It uses existing procedures to make routine decisions that require limited criteria, recognizing when a problem is outside its scope of responsibility.

  • Influence - Exchange basic information, ask questions and verify understanding. Work effectively with diverse work styles, leveraging relationships with colleagues to learn more about key stakeholders within their own team or part of the role.
  • Execution - Organize your own work respecting the established processes or work plans, and receiving instructions from other people.
  • Stays in sync with commitments and demonstrates perseverance when faced with obstacles.

  • Creation of Customer Value - Formulate questions and search for information to obtain a basic notion of the client's needs or critical issues.
  • It provides basic information, data and tools that support the establishment of priorities on problems in view of the needs of the client.

  • Talent Development - Ask for feedback on their performance from colleagues and colleagues at higher levels and openly accept them to become aware of their strengths and development needs.
  • Actively responds to requests for individual comments and spends time reflecting on the strengths and development opportunities of colleagues.

    Requirements :

  • 2-3 years of experience developing training materials in Contact Center / Customer Service / Shared Service Center environments.
  • Strong People Skills, Technical and Analytical Skills
  • Must have knowledge on training methodologies and design.
  • Previous teaching experience is a must.
  • Knowledge on training metrics is required.
  • Vast experience in assessing customer needs; quality standards for services and evaluation of customer satisfaction.
  • Ability to work under pressure with high performance teams and collaborative work culture
  • Great command of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Ability to effectively communicate with Senior Management and Clients.
  • Bachelor’s degree / studies (Translation, structural Design or Education is a plus.)
  • Flexibility to change priorities based on business needs.
  • Multitasking abilities
  • Ability to work independently
  • Primary Location : CRI-Heredia

    Function :

    Function - Fulfillment / Operations

    Schedule : Full time

    Full time

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