We are looking for a talented and motivated Knowledge Base & Digital Training Specialist) to join our training and content team. The ideal candidate will be responsible for creating and updating Knowledge Base (KB) articles according to NPI rollouts, SOP changes, and process updates, while maintaining KB hygiene (removing outdated/duplicate content) and improving KB usability and findability so agents can easily find accurate guidance during live support. In addition, this role will drive the transition from traditional face-to-face training to digital learning (e-learning), including tracking and maintaining the performance of all courses.

Knowledge Base Management

1. Create and update KB articles according to NPI rollouts,
2. SOP changes, and process updates across all verticals, including working with the regional team to request new articles via Jira when needed.
3. Maintain KB hygiene by removing/replacing outdated or duplicate content to keep articles consistent, accurate, and current.
4. Improve KB usability and findability so the structure is easy to understand and agents can quickly find the right information during live support.
5. Coordinate with Ops/QA/Training to validate content accuracy and completeness so it can support training, QA audit, and coaching.
6. Run a content feedback loop using QA/trainer/agent feedback to continuously improve existing articles.

Online Training & GrabLearn

1. Drive the initiative to move from traditional face-to-face training to digital learning (GrabLearn/e-learning), including planning, rollout, and adoption support.
2. Design and build online training modules for NPI and SOP/process updates so agents can learn asynchronously. 3. Build and manage GrabLearn content: upload courses/modules, keep modules updated, and ensure correct enrollment setup.
3. Create and maintain GrabLearn assessments (quizzes/final assessments) aligned to real operational scenarios and desired learning outcomes.
4. Track completion and report results by reviewing GrabLearn non-completion and assessment reports and sharing insights with Ops/QA/Training.
5. Improve training quality using a closed-loop approach: refine modules and assessments based on QA/DSAT/CSAT trends and assessment outcomes for better effectiveness.

Education: Bachelor’s degree in Communications, Technical Writing, Instructional Design, Journalism or a related field.

Experience:

1. At least 1 year in classroom training or designing and delivering learning through digital platforms (e-learning).
2. 2+ years of experience in customer service.

Skill:

1. Strong English skills in writing, speaking, and translation.
2. Highly detail-oriented with strong focus on accuracy and quality.
3. Computer & technical skill; Tool & AI knowledge is a plus.
4. Knowledge of content management systems (CMS) or Customer Relationship Management (CRM) is a plus.
5. Ability to analyze data and make informed decisions.
6. Excellent communication and collaboration skills.
7. Ability to work independently and manage multiple projects simultaneously.