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 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.
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.
Job skills required: Data Analysis