Knowledge & Insights Analyst / Training Specialist - 984

Position’s Contributions to Work Group:

• - Identifies training and development needs and leads initiatives that support the brand promise.
• - Responsibilities include designing and implementing training processes, curriculum, and knowledge articles that strengthen the customer experience.
• - This role also leads training for the Client Customer Support team and partners with third-party global contact centers to support new program launches, ongoing operations, and smooth handoffs of training and quality activities.
• Collaborates across teams to align training, content, and process strategies while driving continuous improvement across support and learning experiences

• Typical task breakdown
• :· Research and curate public-facing self-service support material, including FAQ
• s· Maintain help center tool by submitting enhancement requests, support tickets, and testing functionalit
• y· Coordinate content approval process with brand and legal teams and submit requests for content translation
• s· Increase effectiveness of self-service content by analyzing and optimizing search result
• s· Develop subject matter expertise in the supported product, CRMI tool, and help center strateg
• y· Work with internal departments and SMEs to build and maintain knowledge articles and procedure
• s· Identify training needs and provide guidance on overall training strateg
• y· Liaise with Client Contact Center training lead and 3rd-party training resources to ensure compliance with standard
• s· Deploy a variety of training methods (hands-on, classroom, global delivery
• )· Create foundational customer experience training for internal teams and global third-party partner
• s· Maintain awareness of training trends, developments, and best practice
• s· Participate in digital product NPI process and collaborate with partner organizations to execute training and/or knowledge activitie
• s· Support digital execution aligned with enterprise tools, processes, and strategie
• s· Assist with coordination, communication, and alignment across internal teams and dealer partner
• s· Reinforce digital awareness through communication programs across regions and business unit
• s· Support analysis of global and industry impact related to digital program
• s· Assist in problem-solving efforts requiring analysis and diagnosi
• s· Track and monitor progress via metrics reportin
• g· Present monthly summaries of help center performance, data, and insight
• s· Understand Contact Center KPIs and drive continuous improvement initiative
• s· Identify and implement opportunities to streamline processes and improve customer experienc
• e· Ensure self-service content and knowledge articles are reviewed and kept up to dat
• e· Maintain awareness of self-service trends, developments, and best practices

• .
• Work environmen
• t:3 days in offi
• ceEducation & Experience Require
• d:- Bachelor’s degree (or equivalent experience) with experience in training, knowledge management, content development, or contact center operation
• s.- 4+ years’ experience in this capacit

• y.
• Required Technical Skil
• ls (Requir
• ed)· Strong organizational skil
• ls.· Contact center experience is strongly desir
• ed.· Demonstrated knowledge of adult learning techniques and best practices in training delive
• ry.· Strong written and verbal communication skills, with the ability to translate complex technical concepts into clear, user-friendly cont
• ent· At least intermediate-level knowledge of Microsoft Teams, Word, PowerPoint, Excel, Outlook, and Copil

• ot.
• Nice to Ha
• ves:- Will have a solid understanding of the Business Process Outsourcing industry and how supplier relationships are gove
• rned- Experience working with contact center or knowledge management tools such as Salesforce or Microsoft Dynamics
• 365- Experience supporting global teams or working with localization/translation processes is a
• plus- 2+ years combined experience working within a contact center environment, developing knowledge articles or training curriculum for frontline ag

ents