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
SOP Development: write and maintain clear, concise, and standardized Standard Operating Procedures (SOPs) for all CX functional areas
Quality Assurance: conduct periodic reviews and validations of process documentation to ensure it reflects actual operations and complies with operational standards
Training Support: collaborate with the training department to align training materials with documented processes
Documentation Standards: develop and implement documentation standards and best practices to ensure consistency and usability across all CX processes
Collaboration: work with cross-functional teams to gather information, clarify process details, and ensure comprehensive documentation
Reporting and Communication: track and report progress on documentation projects, ensuring deadlines are met and deliverables are of high quality

Bachelor’s degree required (preferred: healthcare or STEM)
Lean Six Sigma knowledge or Green Belt certification preferred
Proven experience in process mapping, SOP development, or documentation in complex environments
Strong writing skills and attention to detail
Proficiency in Microsoft Office and process mapping tools

Process Writer

Key skills