Learning Specialist  

Will be responsible for the design, development, delivery, management, and measurement of a client's knowledge base. This exciting role uses the latest technology to ensure contact center associates are able to deliver the best experience to their customers.

Job Description:

• Design and implement a strategy to optimize knowledge base in support of meeting and exceeding operational and internal goals and metrics
• Instill continuous improvement toward knowledge base and related processes
• Create, build and distribute custom analytics and reports based on goals and metrics
• Coach users on knowledge base tools and coordinate with operations, training & quality teams to produce educational content within the knowledge base
• Conduct usability assessments in alignment with ongoing initiatives
• Monitor daily activities and ensure the knowledge base is updated with appropriate content
• Provide quality control and governance overall content housed in a knowledge base
• Develop and deploy permissions strategy for the site; administer appropriate community access, roles, and permissions

Qualifications:

• Experience as a Training practitioner in the BPO setting
• Operational experience in the contact center
• Ability to coordinate with Operations for the identification of, and alignment with, key business initiatives that can be improved via knowledge base enhancements
• Outgoing, friendly, assertive and articulate
• Ability to facilitate focus groups, usability sessions, and subject matter expert interviews as well as identify and document key themes emerging from these activities
• Good time management skills with the ability to plan, prioritize, monitor, and respond to changes quickly
• Respected and trusted by peers and site management
• Excellent communicator; displays a professional style
• Technical and/or Content Writing experience is a requirement
• Must be willing to work for a Project-Based contract
• Can start in October