Training Technical Writer
Heredia, Heredia, Costa Rica
hace 3 días

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.

We work to help create seamless and positive experiences during life’s pivotal moments : applying for jobs or a mortgage, financing an education or buying a car.

Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees.

Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

The Perks of being an Equifax Employee?

  • We offer excellent compensation packages with market competitive pay, comprehensive healthcare packages, on site doctor, paramedics service 24 / 7, life insurance, gym facilities, schedule flexibility, collaborative work spaces, work from home opportunities, free transportation and parking, subsidized cafeteria, solidary association and organizational growth potential
  • What You’ll Do :

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

    The Costa Rica Shared Services organization is looking for a Training Technical Writer. This person will be responsible for effectively developing training material from ground zero that will be later utilized to deliver adult classroom training in support of Business Units and its programs to ensure superior workforce preparation.

    Responsible to elaborate all technical and non-technical documentation training materials for new and existing programs transitioned in and out of the SSC.

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

    Participate in meetings with potential new projects and seat right next to the people doing work to create the new training materials that will be used to train both new and existing associates.

    Evaluate that all existing and new training material is effective in the learning process. Complete daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner.

    Deliver training lessons utilizing the material developed as required. Facilitate transition of students from training to work environment, ensuring competency levels meet business needs.

  • Training Development & Material Management : Must design, create and actively manage all Training materials supported by the SSC.
  • Ensure team members have the critical training and toolkits to perform their jobs; evaluate training material and its effectiveness based on performance after the delivery process.
  • Provide feedback on current materials or techniques used in order to improve them and deliver a better product once new associates hit the floor.
  • Create a Knowledge base for Training Material and & Procedures of the organization.
  • Work as a team with Operations & Quality Assurance to align training programs, discover training needs, create action plans, process documentation accordingly, and follow-up on agents’ performance during their learning curve.
  • Conduct surveys to identify training needs, areas of opportunity, and other elements that may affect their performance.

  • Build Technical & Non-Technical Documentation and Training Materials.
  • Develops and organizes training manuals, multimedia visual aids, and other educational materials ensuring that each participant leaves with a firm grasp of the subject.
  • Complete Train the Trainer sessions with Subject Matter Experts and ensures information is being transmitted in a proper manner.
  • Understand and meet customer expectations : Accountable for achieving training metrics during the delivery process. Keep track of basic KPI’s such as absenteeism and attrition, discover root causes that may be affecting performance during training, provide coaching in a proper manner, and in charge of following-up the performance of new agents for at least 90 days with Operations & QA.
  • Effective Communication with all Operational areas to accomplish business goals : Ensurse effective, consistent communication with managers, peers, and other resource groups including day-to-day interaction with front line associates, program managers and program owners regarding any change in policies, procedures or new relevant material that needs to be documented and deliver to new or existing associates.
  • Prioritizes and organizes own work to meet deadlines and deliver quality results.
  • Effectively balances quality and speed to deliver expected results
  • Qualifications

    2-5 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.

    Flexibility to change priorities based on business needs.

    Multitasking abilities

    Ability to work independently

    You possess excellent written and verbal communication skills with the ability to communicate with team members at various levels, including business leaders.

    Extra Points for any of the Following

    Bachelor’s degree / studies (Translation, structural Design or Education is a plus.

    Success Attributes of an Equifax employee; does this describe you?

  • Accountability
  • Curiosity
  • Collaboration
  • Think and act differently
  • Ownership
  • Decide-Execute-Ship
  • Team Player, Adaptable, Proactive.
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