Training and Development Expert

2 days ago

Melbourne, Victoria, Australia beBeeDevelopment Full time $100,000 - $120,000
Senior Knowledge and Training Specialist

We are seeking an ambitious professional to join our team as a Senior Knowledge and Training Specialist. In this role, you will be responsible for designing and delivering training across the Customer Care Group.

The key focus of this position is on identifying continuous improvement opportunities and developing strategies to increase First Contact Resolution, CSAT, and ASAT.

The role involves:

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

Key Responsibilities Include:

  • Project Managing the development and delivery of training content using latest technology for any product/policy/technology change/updates
  • 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 all Customer Support training programs for all related to 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, CSAT, and ASAT
  • Championing customer service improvement initiatives to ensure alignment across the organisation 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 the wider organisation
  • Providing support to the Quality Assurance program by providing insights into agent/team leader performance on interactions for continuous improvement
  • Participating in regular Quality Calibration sessions across all areas of Customer
  • Ongoing management of the Quality Assessment form to ensure it is accurate, weighted correctly, and amended as needed
  • Providing technical advice to Team Leaders on Quality Assessments

This is an exciting opportunity to make a real impact and drive business success through effective training and development.

If you have a passion for training and development, and are looking for a challenging and rewarding role, we encourage you to apply.

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