Job Title

Purpose of Role:The Content Specialist is responsible for developing, managing, and optimizing content for training, knowledge bases, customer interactions, and internal communications.Accountability & Responsibilities of Role:- Content Development: Create engaging and effective training materials, such as manuals, e-learning modules, videos, scripts, FAQs, and knowledge base articles. - Content Management: Organize and maintain a repository of training resources, ensuring they are up-to-date and easily accessible. - Collaboration: Work closely with trainers and Quality and Operations Teams to identify training needs and develop content that addresses skill gaps. - Quality Assurance: Review and edit training materials for accuracy, clarity, and consistency with the company's brand and standards. - Data Analysis: Evaluate the effectiveness of training content by analyzing feedback, employee performance metrics, and other relevant data. - Technology Integration: Utilize learning management systems (LMS) and other tools to deliver and track training programs. - Continuous Improvement: Stay updated on industry trends and best practices to enhance the quality and relevance of training content.Position Requirement:- Bachelor’s degree in communications, English, Journalism, Business, or related field. - 2+ years of experience in content creation or technical writing, knowledge management, or instructional design, preferably in a BPO or customer service environment. - Strong writing and editing skills. - Analytical thinking and high attention to detail. - Proficiency in Microsoft Office and content management tools (e.g., KnowMax, Zendesk, Confluence, SharePoint). - Knowledge of contact center Operations processes is a plus.Why Join Us?- Career Growth: Opportunities for professional development and career advancement. - Collaborative Culture: Work with a diverse and talented team. - Innovative Environment: Be part of a team that values innovation and excellence.