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L&D Content Quality Specialist

Date posted 10/23/2019 Requisition Number: 251743BR Location: United States - North Carolina - Charlotte Area of Interest: Content Development, Customer Operations, Editorial, Project Management Position Type: Full Time

JOB SUMMARY
The Learning and Development (L&D) Content Quality Specialist is responsible for evaluating, proofing, and editing drafted or completed learning assets to ensure they meet the established standards, guidelines, and style guides as well as measure the outcomes and outputs to ensure we drive expected results for our clients. This role ensures proper spelling, grammar, punctuation and syntax and may include rewriting/revisions as necessary for content clarity, flow, tone, and Spectrum/Charter branding. The L&D Content Quality Specialist enables the success of internal and/or external stakeholders by ensuring quality standards are adhered to which will better empower all employees to get the knowledge they need to be successful in performing their assigned roles.


MAJOR DUTIES AND RESPONSIBILITIES
Accountable for reviewing and providing rigorous quality control on content such as but not limited to quick reference guides, instructions, technical documents, facilitated/non-facilitated learning, and playbooks/manuals.
Responsible for the final revisions of all reviewed content released by authors/designers to publish within Learning & Development Technologies (i.e. Learning Management System, Knowledge Management Portals) for targeted audiences.
Maintains adherence with the design principles and style guidelines while continuously improving standards within Customer Operations L&D.
Responsible for the documentation of successes, opportunities, and trends, providing balanced feedback on author/writer and designer created assets, and analyzing client and end user feedback.
Reviews, analyzes, and prioritizes work based on knowledge content recommendations/feedback and other learning asset data based on metrics and reporting.
Coaches and resolves queries directly with Authors/Designers.
Gather usability feedback from internal and/or external stakeholders/learners to enhance and improve outputs and outcomes.
Proactively identifies content for updates when new issues or changes arise.
Responsible for updating style guides and ensures consistency as content evolves.
Constructively reviews and recommends improvements for Learning & Development tools and other resources for customers and agents to more quickly and easily access the information they need.
May perform other duties as assigned.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Creative and innovative thinker who can participate in the creative process from brainstorm to launch.
Strong authoring and editorial skills following English language writing standards with a skill for sentence structure and grammar
Experience with HTML editors and understands basic web technologies (CSS, HTML, XML, Search).
Proficiency with Content Management Systems (e.g., Drupal, Oracle Knowledge) and Learning & Development Technologies (i.e. Learning Management System, Knowledge Management Portals).
Ability to leverage foundational digital learning tools, delivery methods, and platforms with minimal direction.
Strong understanding of best practices for web writing and design.
Ability to effectively utilize Microsoft Office applications (Word, Excel, PowerPoint, Outlook, OneNote).
Demonstrated project management experience with the ability to balance several projects simultaneously and under tight deadlines.
Ability to make decisions and recommendations under pressure in ambiguous circumstances with attention to detail and follow-through.
Has the ability to prioritize work efficiently to meet both internal and/or external stakeholders and external customer demand.
Ability to leverage standard templates across Content Management Systems, design tools, delivery methods, and platforms.
Ability to communicate orally and in writing in a clear and straightforward manner with all levels within the company.
Ability to work in a collaborative environment.
High aptitude for critical thinking and analytical skills.
Ability to learn and adapt quickly in a dynamic and fast-paced environment.

Education
Bachelor’s degree in English, Communications, Journalism, Public Relations, Advertising, Instructional Design/Technology, Adult Learning, Web Design or equivalent combination of experience, certifications, and education.
Certification in editing/writing, Adult Learning, Instructional Design or Technology.

Related Work Experience Number of Years
Copywriting/Editing Experience 3+
Experience in developing self-support and/or online training content 3+
Experience in instructional design & development or equivalent experience 3+
Project management experience 1+
Experience in media, cable, or telecommunications industries a plus 1+

WORKING CONDITIONS
Office environment
Exposure to moderate noise levels
Some travel when needed

The Spectrum brand is powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: HQ452 Business Unit: Customer Operations Apply Later

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