Knowledge Base Specialist

VXI Global Holdings B.V. (Philippines); Makati; Hybrid; PHP 360,000 - 600,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking a Training Content Specialist to develop and maintain knowledgebase articles and standard operating procedures, while coordinating training materials such as eLearning, instructor-led training, and job aids to support call center operations.

You will collaborate with Learning Solutions and Training Departments to create onboarding and continuous learning programs, curate a searchable knowledgebase, audit content for relevance, and manage multiple

Qualifications

• Bachelor’s or higher in Training and Development, Design/Multimedia, or equivalent.
• 1–2 years of Content Management or Knowledge Management experience.
• Experience with authoring tools like the Microsoft Office Suite.
• Proficiency with knowledge management software and tools such as Salesforce, Doc360, JIRA, etc.
• Excellent oral and written communication skills.
• Ability to manage multiple projects in a fast-paced environment.
• Background in training and adult learning theory and instructional design principles.
• Knowledge and experience with the ADDIE model.
• Amenable to work in hybrid setup.
• For DVO Applicants - Work setup is 100% onsite.

Responsibilities

• Partner with Training and Operations in developing SOPs, communication, and training materials to help the Operations Team perform their tasks.
• Curate and maintain a knowledgebase of sales enablement content accessible to program employees to ensure process accuracy and accessibility.
• Partner with Training and Instructional Design Teams in developing onboarding and continuous learning programs.
• Develop training materials such as knowledgebase articles, instructor-led training slides, facilitator and learner guides, handbooks, job aids, and reference works.
• Regularly audit the knowledgebase to ensure process relevance and applicability.
• Gather up-to-date information and integrate feedback into knowledgebase content.

Skills

Content Management

Knowledge Management

Communication

Project management

Education

Bachelor's Degree in Training and Development or Design/Multimedia

Tools

Microsoft Office Suite

Salesforce

Doc360

JIRA

Job description

About the role

The primary role is development and maintenance of knowledgebase articles and standard operating procedures. You will develop and coordinate a limited range of training materials to support call center operations in tandem with the Learning Solutions and Training Departments. Materials include eLearning, instructor-led training, and job aids.

Key responsibilities

• Partner with Training and Operations in developing standard operating procedures, communication, and training materials to help the Operations Team perform their tasks

• Curate and maintain a knowledgebase of sales enablement content easily accessible to the program's employees to ensure process accuracy and accessibility

• Partner with Training and Instructional Design Teams in developing training initiatives, such as onboarding and continuous learning programs

• Develop limited training materials such as knowledgebase articles, instructor-led training slides, facilitator and learner guides, handbooks, job aids, and reference works

• Regularly audit the knowledgebase to ensure process relevance and applicability

• Gather up-to-date information and integrate feedback into the knowledgebase content

Requirements:

• Bachelors/College Degree in Training and Development or Design/Multimedia or equivalent

• 1–2 years of Content Management or Knowledge Management experience

• Experience with authoring tools like the Microsoft Office Suite

• Proficiency with knowledge management software and tools such as Salesforce, Doc360, JIRA, etc.

• Excellent oral and written communication skills

• Ability to manage multiple projects in a fast-paced environment

• Background in training and adult learning theory and instructional design principles

• Knowledge and experience with the ADDIE model

• Must be amenable to work in hybrid setup

• For DVO Applicants - Work setup is 100% onsite