Learning Specialist

Job Description:
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 Minimum Qualifications:
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