Knowledge Content Specialist

📋 Description

• Act as the main author and custodian for knowledge articles, job aids, decision trees, and visual decision flows that support frontline operations.

• Convert intricate policy, regulatory, and operational changes into clear, straightforward content that is accurate, compliant, and actionable.

• Spearhead content initiatives by employing project management best practices, which include defining the scope of work, creating project plans, setting milestones, managing timelines, and recognizing risks along with mitigation strategies.

• Oversee version control, approvals, and timely updates of content in accordance with content governance standards and audit requirements.

• Implement information design standards to ensure uniformity, readability, and usability across all knowledge assets.

• Develop and sustain visual tools such as decision flows, quick reference cards, and job aids to facilitate efficient decision-making at the frontline.

• Assess content quality and effectiveness through regular reviews, audits, and feedback from frontline staff; identify knowledge gaps and effectuate enhancements.

• Relay project status, risks, dependencies, and deliverables to stakeholders, ensuring transparency in roles, expectations, and outcomes.

• Partner with Training and operational teams to aid in the creation of reinforcement materials, learning integration, and the adoption of knowledge content.

• Employ continuous improvement methodologies to refine content processes, tools, and practices, promoting efficiency, scalability, and quality.

⛳️ Requirements

• A minimum of 5 years of experience in customer service, call center, or healthcare settings.

• 3-5 years of experience in developing and delivering training curriculum.

• Project Management Professional (PMP) certification or equivalent practical experience.

• Proven ability to translate complex, regulated information into clear, concise, and frontline-ready written materials.

• Familiarity with project management principles, encompassing planning, execution, prioritization, risk identification, and stakeholder communication.

• Strong problem-solving and decision-making abilities, coupled with exceptional attention to detail and accuracy.

• Demonstrated experience collaborating with subject matter experts and cross-functional teams.

• Capability to manage multiple priorities and produce high-quality work in a dynamic environment.

• Strong adherence to version control, documentation standards, and content governance practices.

• Proficient in information design and the utilization of visual tools to enhance understanding and decision-making.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Comprehensive benefits package.