• Knowledge Assessment: Monitor online live Knowledge Dashboard of BPO assessments to identify BPO coaching opportunities to uplift BPO Associate knowledge levels, to deliver true resolution.
• Knowledge Gaps: Identify BPO knowledge gaps within the operation and work with XFN teams to capture missing information from subject matter experts, updating Global & Regional Processes (SOP).
• Knowledge Articles: Daily audit of public and internal knowledge portals including documents, videos, presentations, training materials to ensure knowledge alignment with Global Process (SOP).
• Knowledge Usage: Track key metrics related to knowledge base usage, provide feedback to BPO for non-usage by BPO associates.
• SOP Improvement: Data analysis of customer feedback to identify processes that are not resolving issues and work upstream with global owners to change Product, Policy or Process.
• Case-Resolution: Work closely with cross-functional teams to troubleshoot and resolve escalated issues, identify the Product/Process/People-Coaching opportunities to reduce future escalations.

Training:

• Training Assessment: Analyze training needs across all teams, design and deliver targeted training programs.
• Training Materials: Develop modular training materials, including e-learning modules, instructor-led presentations, Huddles and BPO CRM Scripts.
• BPO Training: Audit BPO training sessions to assess effectiveness of knowledge transfer and redesign to address any delivery gaps.
• Training Completion: Track training completion rates, and employee feedback, ensuring prompt completion of all required training.
• Brand Voice: Review scripts, tickets and IM_Chats to ensure the fun & engaging tone in our responses conveys both our brand and true resolution.

Minimum Qualifications

• BA/BS degree or equivalent practical experience required, with at least 1 year of experience in Knowledge Management and Training in customer service, preferably within Customer Service.
• Possesses excellent written, verbal, and interpersonal communication skills, with experience in developing and executing training programs.
• Expertise in learning management systems (LMS), knowledge base platforms, and content tools.
• Industry Standard: Strong understanding of regional industry standards, business operations and regulatory requirements.

Preferred Qualification

• Experience in e-commerce or marketplace platforms is advantageous.