Document and keep up-to-date the Contact Center's end-to-end business processes, including manuals, operating instructions required to deliver our services. Collaborate with business function owners and ensure that documentation is up to date, available to all users and that its content meets global, regional and national needs.

- Understand Assurant's processes to maintain and ensure the quality and standards of the information in Assurant's process and instruction tool and content process tool.

- Document processes using ISO 9001-2000 standards to enable Assurant call center resources to audit not only documentation, but also process compliance at any time and without notice.

- Highlight gaps and agree on next steps/timelines for documenting all business processes.

- Agree on the format and structure of all business process documentation.

- Create documentation, ensuring that all business processes have the same format/structure, are presented in an easily understandable format and are available to all users.

- Keep all processes up to date.

- Test documentation with end users to ensure that the information is fit for purpose.

- Be a facilitator for implementing new business in the Contact Center.

- Maintain an inventory of all processes associated with Assurant.

Qualifications/Requirements