Documentation Specialist

Description

Position Summary:

The Instructional Content & Procedure Specialist will be responsible for the end-to-end lifecycle of Tier 1 Advisor-facing content — from authoring and updating training materials and Quick Reference Guides (QRGs) to coordinating stakeholder approvals and publishing finalized procedures to Advisor reference pages. The role also contributes to a continuous improvement cycle by participating in chatbot calibration sessions and incorporating insights from both Advisor knowledge gaps and chatbot performance evaluations into ongoing procedure enhancements

________________________________________

Key Responsibilities

Content Development & Maintenance

• Review, update, and maintain training materials, Quick Reference Guides (QRGs), and support use case examples for Tier 1 Advisors supporting a back office operations group

• Ensure all materials accurately reflect current procedures, Advisor handling guidelines, and operational policies

• Make corresponding updates to training content whenever underlying procedures change, ensuring alignment across all reference assets

• Maintain consistency in structure, tone, terminology, and formatting across the full content library

Chatbot Calibration & Evaluation

• Participate in scheduled calibration sessions to evaluate chatbot performance against established Advisor handling procedures

• Review chatbot-generated responses to Advisor queries, scoring accuracy and alignment with documented procedures

• Document findings and identify recurring gaps or misalignments between chatbot outputs and expected Advisor handling

Continuous Improvement

• Analyze patterns from chatbot calibration results and Advisor knowledge gaps to identify opportunities for procedure clarity and enhancement

• Incorporate learnings into a structured cycle of continuous content and procedure improvements

• Proactively recommend updates that improve Advisor comprehension, reduce handling errors, and increase content usability

Stakeholder Coordination & Publishing

• Manage the review and approval workflow for all procedure updates, ensuring timely coordination with key stakeholders across the organization

• Track feedback, consolidate revisions, and drive content to final approval

• Publish approved procedures and reference materials to Advisor-facing resource pages, ensuring accuracy and accessibility at time of publication

________________________________________

Required Qualifications

• 2+ years of experience in writing, instructional design, knowledge management, or content development — preferably within a support operations or customer-facing environment

• Demonstrated ability to translate complex operational procedures into clear, concise, and user-friendly content for frontline support teams

• Strong organizational skills with experience managing multiple content projects and stakeholder review cycles simultaneously

• Excellent written communication skills with a high standard for accuracy and attention to detail

• Ability to work independently and manage deadlines in a fast-paced environment

Preferred Qualifications

• Experience supporting Tier 1 or Tier 2 Advisor/agent teams in a contact center or support operations setting

• Familiarity with chatbot or AI quality evaluation, calibration methodologies, or conversation scoring

• Background in fintech, digital payments, mobile commerce, or related technology domains

• Proficiency with content management, knowledge base, or publishing platforms (e.g., Confluence, SharePoint, Guru, or similar)

• Experience working within an approval and governance workflow for regulated or compliance-sensitive content

This is a Contract position based out of Austin, TX.

The pay range for this position is $30.00 - $40.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Austin,TX.

This position is anticipated to close on Sep 11, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.