Insights Analyst​/Training Specialist

Responsibilities

• Identifies training and development needs and leads initiatives that support the brand promise.
• Designs and implements training processes, curriculum, and knowledge articles that strengthen the customer experience.
• Leads training for the Client Customer Support team and partners with third‑party global contact centers to support new program launches, ongoing operations, and smooth handoffs of training and quality activities.
• Collaborates across teams to align training, content, and process strategies while driving continuous improvement across support and learning experiences.

• Researches and curates public‑facing self‑service support material, including FAQ.
• Maintains help center tool by submitting enhancement requests, support tickets, and testing functionality.
• Coordinates content approval process with brand and legal teams and submits requests for content translation.
• Increases effectiveness of self‑service content by analyzing and optimizing search results.
• Develops subject‑matter expertise in the supported product, CRMI tool, and help center strategy.
• Builds and maintains knowledge articles and procedures in collaboration with internal departments and SMEs.
• Identifies training needs and provides guidance on overall training strategy.
• Liaises with Client Contact Center training lead and 3rd‑party training resources to ensure compliance with standards.
• Deploys a variety of training methods (hands‑on, classroom, global delivery).
• Creates foundational customer experience training for internal teams and global third‑party partners.
• Maintains awareness of training trends, developments, and best practices.
• Participates in digital product NPI process and collaborates with partner organizations to execute training and/or knowledge activities.
• Supports digital execution aligned with enterprise tools, processes, and strategies.
• Assists with coordination, communication, and alignment across internal teams and dealer partners.
• Reinforces digital awareness through communication programs across regions and business unit.
• Supports analysis of global and industry impact related to digital program.
• Assists in problem‑solving efforts requiring analysis and diagnosis.
• Tracks and monitors progress via metrics reporting.
• Presents monthly summaries of help center performance, data, and insight.
• Understand Contact Center KPIs and drives continuous improvement initiatives.
• Identifies and implements opportunities to streamline processes and improve customer experience.
• Ensures self‑service content and knowledge articles are reviewed and kept up to date.
• Maintains awareness of self‑service trends, developments, and best practices.

3 days in office.

• Bachelor’s degree (or equivalent experience) with experience in training, knowledge management, content development, or contact center operation.
• 4+ years’ experience in this capacity.

• Contact center experience is strongly desirable.
• Demonstrated knowledge of adult learning techniques and best practices in training delivery.
• Strong written and verbal communication skills, with the ability to translate complex technical concepts into clear, user‑friendly content.
• At least intermediate‑level knowledge of Microsoft Teams, Word, PowerPoint, Excel, Outlook, and Copil.

• Solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed.
• Experience working with contact center or knowledge management tools such as Salesforce or Microsoft Dynamics 365.
• Experience supporting global teams or working with localization/translation processes.
• 2+ years combined experience working within a contact center environment, developing knowledge articles or training curriculum for front‑line agents.