Content Curation and Training Lead

1 week ago

Manila, National Capital Region, Philippines Genpact Services LLC Full time

Genpact Services LLC is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.

We are seeking a skilled Knowledge Specialist with a strong background in the BPO industry to join our team. This role will support one of the world's largest social media platforms by ensuring high standards of quality across all interactions and processes.

The Knowledge Specialist will spearhead the training team and partner with multiple vendors and the client to ensure that all knowledge articles, knowledge base, and documents are updated.

Responsibilities:

  • Knowledge Management
    • Develop and implement knowledge management strategies to capture, store, and share organizational knowledge.
    • Create and maintain knowledge repositories, databases, and documentation systems.
    • Ensure that knowledge assets are easily accessible and up-to-date.
  • Content Creation and Curation
    • Liaise with the client to produce high-quality content, such as manuals, guides, and best practices, to support organizational learning.
    • Curate relevant information from various sources to enhance the organization's knowledge base.
    • Regularly update content to reflect new insights, trends, and developments.
  • Training and Development
    • Design and deliver training programs to enhance employees' knowledge and skills.
    • Assess training needs and evaluate the effectiveness of training initiatives.
  • Collaboration and Communication
    • Foster a culture of knowledge sharing by encouraging collaboration among employees.
    • Use collaboration tools and platforms to facilitate communication and information exchange.
    • Act as a liaison between different vendors to ensure seamless knowledge flow.

Qualifications we seek in you:

Minimum qualifications:

  • Relevant experience as a Quality Analyst in a senior or auditing capacity, preferably within a BPO environment handling social media or tech accounts.
  • Education: Bachelor's degree in a related field (e.g., Business Administration, Communications, or Quality Management) or equivalent experience.
  • Technical Skills: Proficient in quality monitoring tools, data analysis software, and client management systems (e.g., CRM platforms). Strong Excel skills are a plus.
  • Analytical Skills: Proven track record of analyzing complex data sets to draw actionable insights and drive process improvements.
  • Communication: Strong verbal and written communication skills, able to convey complex findings and feedback clearly and constructively.
  • Attention to Detail: High accuracy and attention to detail in reviewing evaluations, scoring, and data analysis.

Preferred qualifications:

  • Strong background in customer service.
  • Ability to work independently and collaborate with multiple vendor partners.
  • Adaptability to quickly understand and incorporate changes in policies or client requirements.
  • Certifications: Quality certification (e.g., Six Sigma, COPC, or ISO) preferred but not mandatory.

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