Job description

Manage, curate, and structure operational information to ensure that training content and processes are aligned across Product, Customer Service, Collections, and the Knowledge department.

Job requirements

• Content Curation: Curate and update operational content and documentation.

• Process Documentation: Document Customer Service and Collections workflows and procedures.

• Cross-functional Liaison: Act as a bridge between the Product and Knowledge teams.

• Stakeholder Engagement: Participate in sessions with stakeholders to understand operational changes.

• Backlog Management: Manage the content backlog and prioritize tasks effectively.

• Quality Assurance: Ensure clarity, structure, and practical applicability in all training materials.

• Gap Analysis: Detect information gaps that may impact day-to-day operations.

• Collaboration: Partner with the Trainer to design effective learning materials.

• English: B2

Job responsibilities

• Junior profile with a background in operational roles.

• High level of organization and attention to detail.

• Structured thinking and logical approach.

• Strong synthesis skills (ability to simplify complex info).

• Clear and assertive communication.

• Training & Instructional Design: Basic understanding of instructional design principles.

• Content Management: Experience in curating, gathering, and creating content.

• Domain Expertise: Previous experience in Customer Service and/or Collections.

• Contact Center Operations: Practical knowledge of how contact centers operate.

• Liaison Experience: Experience working as a point of contact between departments (Product, Operations, or Training).

• Project Tracking: Experience in task management and project follow-up.