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 FAQs

Maintain help center tool by submitting enhancement requests, support tickets, and testing functionality

Coordinate content approval process with brand and legal teams and submit requests for content translations

Increase effectiveness of self-service content by analyzing and optimizing search results

Develop subject matter expertise in the supported product, CRMI tool, and help center strategy

Work with internal departments and SMEs to build and maintain knowledge articles and procedures

Identify training needs and provide guidance on overall training strategy

Liaise with Client Contact Center training lead and 3rd-party training resources to ensure compliance with standards

Deploy a variety of training methods (hands-on, classroom, global delivery)

Create foundational customer experience training for internal teams and global third-party partners

Maintain awareness of training trends, developments, and best practices

Participate in digital product NPI process and collaborate with partner organizations to execute training and/or knowledge activities

Support digital execution aligned with enterprise tools, processes, and strategies

Assist with coordination, communication, and alignment across internal teams and dealer partners

Reinforce digital awareness through communication programs across regions and business units

Support analysis of global and industry impact related to digital programs

Assist in problem-solving efforts requiring analysis and diagnosis

Track and monitor progress via metrics reporting

Present monthly summaries of help center performance, data, and insights

Understand Contact Center KPIs and drive continuous improvement initiatives

Identify and implement opportunities to streamline processes and improve customer experience

Ensure self-service content and knowledge articles are reviewed and kept up to date

Maintain awareness of self-service trends, developments, and best practices

Work environment

3 days in office

Education & Experience Required:-

Bachelor’s degree (or equivalent experience) with experience in training, knowledge management, content development, or contact center operations.

- 4+ years’ experience in this capacity.

Required Technical Skills

(Required)

· Strong organizational skills

.· Contact center experience is strongly desired.

· Demonstrated knowledge of adult learning techniques and best practices in training delivery

.· Strong written and verbal communication skills, with the ability to translate complex technical concepts into clear, user-friendly content

· At least intermediate-level knowledge of Microsoft Teams, Word, PowerPoint, Excel, Outlook, and Copilot.

Nice to Haves:

- Will have a solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed

- 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 agents