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

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.