Knowledge Base Specialist

VXI Global Solutions; Makati; On-site; PHP 300,000 - 420,000; Full time

Job summary

VXI Global Solutions is seeking a content and training specialist to develop and maintain knowledgebase articles and SOPs for call center operations. You will coordinate limited training materials, including eLearning, instructor-led sessions, and job aids, in collaboration with Learning Solutions and Training Departments.

You will curate a knowledgebase, ensure process accuracy, and regularly audit content while incorporating feedback to improve materials across onboarding and continuous

Qualifications

• Candidate must have a Bachelor/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

Responsibilities

• Develop and maintain knowledgebase articles and SOPs to support operations.
• Create training materials: eLearning, instructor-led training, job aids, and guides.
• Partner with Training and Operations to improve SOPs and communications.
• Curate knowledgebase content for easy access by employees.
• Audit and update knowledgebase content to ensure relevance and accessibility.
• Gather information and incorporate feedback into knowledgebase materials.

Skills

Content management

Knowledge management

Communication skills

Project management

Instructional design

Education

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

Tools

Microsoft Office Suite

Salesforce

Doc360

JIRA

Job description

Primary role is development and maintenance of knowledgebase articles and standard operating procedures. 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.

• 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.


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


• Develops 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.


• Gathers up-to-date information and integrates feedback into the knowledgebase content.

Requirements:

• Candidate must possess at least a 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