Training & Content Specialist

Job Summary:

The Training & Content Specialist is responsible for creating, maintaining, and optimizing knowledge base content, FAQs, and training materials for call center. This role ensures call center agents have accurate, up-to-date, and easy-to-understand resources while supporting training programs for new product launches. The specialist will also improve existing knowledge base resources, leverage CRM systems, and use AI solutions to enhance content accuracy, accessibility, and agent efficiency. Industry knowledge and a data-driven approach will be applied to continuously improve agent performance and customer support outcomes.

Key Responsibilities:

• Develop, update, and maintain knowledge base articles, FAQs, and SOPs for call center agents across all product categories and related brands.
• Create comprehensive training materials and support programs for new product launches and assist in delivering training sessions to the contact center team.
• Continuously review, improve, and optimize knowledge base content, FAQs, and support resources using AI tools and CRM insights.
• Utilize CRM systems to ensure content and training materials are integrated, accessible, and aligned with workflows.
• Ensure all content and training materials are accurate, consistent, and aligned with the policies and product information.
• Monitor knowledge base and FAQ usage, training effectiveness, and CRM adoption, reporting insights to management.
• Collaborate with product, customer support, and operations teams to ensure knowledge base, FAQs, and training materials reflect current processes and product offerings.

Qualifications & Skills:

• Bachelors degree in communications, Business, Education, or related field.
• Minimum of 2-3 years of experience supporting the consumer/home appliance industry is highly preferred.
• Proven experience in content creation, knowledge management, and training support.
• Experience creating FAQs and resources for multiple product categories and brands.
• Strong written and verbal communication skills in English (French is preferred but not required).
• Experience with CRM systems and integrating content or training materials into workflows.
• Familiarity with call center operations and customer support processes.
• Ability to simplify technical or product information for diverse audiences.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Experience supporting or delivering training programs.

Key Competencies:

• Accuracy and attention to detail
• Clear and effective communication
• Training and facilitation support skills
• CRM proficiency and data-driven mindset
• Experience leveraging AI tools to optimize knowledge base and resources
• Analytical and problem-solving skills
• Collaboration and teamwork
• Proactive approach to process improvement