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Master Trainer

2 weeks ago

Melbourne, Victoria, Australia beBeeKnowledge Full time $95,000 - $123,000

Senior Knowledge and Training Specialist

We thrive on innovation at our organization. Our business is built on employing ambitious professionals who help us work smarter and more efficiently. As a Senior Knowledge and Training Specialist, you will be encouraged to think innovatively while developing and maintaining best practices.

This role involves designing and delivering training across the Customer Care Group with a key focus on identifying continuous improvement across various projects. Your responsibilities will include:

  • Training Design and Delivery
  • Continuous improvement training based on data trends, gap analysis (preferably using Lean Six Sigma methodology)
  • Maintenance of Learning Management System (LMS), product catalogue, and content
  • Knowledge Management and Quality Assurance

Your Key Responsibilities Will Include

  • Project manage the development and delivery of training content using the latest technology for any product/policy/technology change/updates.
  • Focus on uptake of information and speed to competency of agents in understanding training content and communication updates.
  • Design and ensure version control of Induction Training and for all Customer Support training programs for all Contact Centres.
  • Update and maintain version control of user guides for key systems used by Contact Centre staff i.e., Salesforce, Skyspeed.
  • Participate in the development and management of content on the LMS for Contact Centre Training.
  • Design and deliver continuous improvement training based on data trends and gap analysis (preferably using lean six sigma methodology).
  • Define and deliver strategies to increase First Contact Resolution / CSAT and ASAT.
  • Champion customer service improvement initiatives ensuring alignment across the organisation for a consistent customer experience.
  • Support content uploads to the knowledge management system, ensuring content is up-to-date.
  • Review concepts to simplify system update process and ability for content to be available and relevant to the wider organisation.
  • Provide support to the Quality Assurance program by providing insights into agent/team leader performance on interactions with a view to continuous improvement.
  • Participate in regular Quality Calibration sessions (both verbal and written) across all areas of Customer.
  • 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.

About Benefits

As a leader in the industry, we offer heavily discounted fares to destinations all over the world for our employees and their travel companions. This includes discounts on airfares, accommodation, car hire, and travel insurance for both domestic and international travel with partner airlines.