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Chief Training and Development Professional

3 weeks ago

Melbourne, Victoria, Australia beBeeContinuousImprovement Full time $98,000 - $118,000
Senior Knowledge and Training Specialist

We are always seeking ambitious professionals who can contribute to our business efficiency. This role encourages innovative thinking while developing best practices.

The Senior Knowledge and Training Specialist plays a pivotal role in designing and delivering training across various projects, focusing on continuous improvement.

  • Training Design and Delivery
  • Continuous improvement training based on data trends and gap analysis using Lean Six Sigma methodology
  • Maintenance of Learning Management System (LMS), product catalogue, and content
  • Knowledge Management and Quality Assurance
Key Responsibilities:
  • Project managing the development and delivery of training content using the latest technology for updates
  • Focusing on information uptake and speed to competency of agents in understanding training content and communication updates
  • Designing and ensuring version control of Induction Training and all Customer Support training programs for Contact Centres
  • 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 using Lean Six Sigma methodology
  • Defining and delivering strategies to increase First Contact Resolution and CSAT/ASAT
  • Championing customer service improvement initiatives to ensure alignment across the organisation
  • Supporting content uploads to the knowledge management system
  • Reviewing concepts to simplify system update processes and make content available and relevant
  • Providing technical advice to Team Leaders on Quality Assessments