Self-Service Programs Specialist

Job Summary

Monitoring and improving self-service content, the remote Self-Service Programs Specialist I will manage knowledge bases and IVR scripts to enhance digital self-service opportunities and increase efficiency within the organization.

Key responsibilities

• Review, edit, and write knowledge base content and voicebot scripts while analyzing user engagement metrics
• Participate in call/chat testing to ensure updates are effective and compliant with privacy and security policies
• Collaborate with department leads to identify and implement enhancements that improve self-service utilization rates

Required qualifications

• High School Diploma required
• Certification/training in AI-related field or equivalent experience in digital self-service work required
• Proficiency in Microsoft Word, Excel, Outlook, and SharePoint required
• Experience in a call center environment or with self-service media preferred
• Health care and/or health insurance experience preferred