Knowledge Development Specialist

22 hours ago

Melbourne, Victoria, Australia beBeeKnowledgeDevelopment Full time $120,000 - $150,000

We are seeking a Senior Knowledge and Training Specialist to join our team.

Senior Knowledge and Training Specialist

This is a key role that will be responsible for designing and delivering training across various groups, focusing on continuous improvement. As a Senior Knowledge and Training Specialist, you will play a vital part in ensuring that all employees have the necessary skills and knowledge to excel in their roles.

  • Key Responsibilities:
  • Focusing on uptake of information and speed to competency of agents in understanding training content and communication updates.
  • Designing and ensuring version control of Induction Training and for all Customer Support training programs.
  • Updating and maintaining version control of user guides for key systems used by Contact Centre staff.
  • Participating in the development and management of content on the LMS for Contact Centre Training.
  • Designing and delivering continuous improvement training based on data trends and gap analysis.
  • Defining and delivering strategies to increase First Contact Resolution / CSAT and ASAT.
  • Championing customer service improvement initiatives to ensure alignment across the organization for a consistent customer experience.
  • Supporting content uploads to the knowledge management system, ensuring content is up-to-date.
  • Reviewing concepts to simplify system update process and ability for content to be available and relevant to all.
  • Providing support to the Quality Assurance program by providing insights into agent/team leader performance on interactions with a view to continuous improvement.
  • Participating in regular Quality Calibration sessions (both verbal and written) across all areas of Customer Service.
  • Ongoing management of the Quality Assessment form to ensure that the form is accurate, weighted accordingly, and amended as needed.
  • Providing technical advice to Team Leaders on Quality Assessments.

Benefits of this Role Include:

  • A chance to work with a dynamic team and contribute to the growth and success of the organization.
  • The opportunity to develop and implement new training programs and materials.
  • A collaborative work environment that encourages innovation and creativity.

About Us:

We are a leading organization dedicated to providing exceptional customer service and experience. We believe in fostering a culture of continuous learning and improvement, and we are committed to supporting the growth and development of our employees.

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