Content Specialist

Job Description

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. Show more Show less