Learning Services, Knowledgebase Writer Bilingual

Description

Applicants should be available and willing to work on-site

Learning Services, Knowledgebase Writer Bilingual

About the role

As a Knowledgebase Writer you create, manage, publish and maintain high quality content in our client knowledge base. You work closely with the Content Moderation Clients and the Training and Quality leaders to calibrate scenarios.

Responsibilities:

• Create, edit, update and publish various types of content ensuring it is clear, concise, relevant, user-friendly, and compliant with style guidelines/ company standards.
• Maintain an organized structure of the knowledge base to facilitate easy navigation and quick access to information.
• Partner with the subject matter experts and other global KB writers to identify and address content gaps.
• Perform improvements to the knowledge bases resulting from end-user feedback and metrics analysis.
• Manage knowledge base article workflow, investigating proposed articles, creating new ones, copying from existing ones, obtaining necessary approvals from the client, and publishing the articles where required.
• Partner with Client, Quality and Training departments to identify and address content gaps.
• Respond to feedback requests in our current Moderation KB:
• Researching answers
• Drafting responses
• Reviewing and validating other team members responses
• Notating where KB can be updated based on findings
• Tracking progress of task completion

Communication/stakeholder relations:

• Ability to present during meetings and flex the communication style based on current needs (stakeholder, project, team, business, etc.).
• Communicate daily and work closely with Global Training Manager to agree on task prioritization.
• Strong written communication skills with the ability to develop job aids, document business rules, etc.
• Attend calls to provide updates and check the projects' progress with the Global Training Manager and stakeholders.
• Planning and time management to ensure timely delivery of tasks and exceed quality expectations from stakeholders.
• Maintain confidentiality and build effective relationships with other internal departments within TELUS Digital and stakeholders.
• Reports directly to the local Training Team Leader and Global Training Manager.

Requirements & Skills:

• Proven experience in personnel training - Desirable
• Proven experience in quality assurance - Desirable
• Schedule flexibility - Required
• Gaming account experience - Desirable
• Excellent writing and editing skills with a strong attention to detail.
• Basic understanding of technical concepts and ability to simplify complex information.
• Expertise in research and Moderation to ensure content accuracy.
• Outstanding communication skills.
• Ability to use existing procedures to solve standard problems; ability to analyze information/ standard practices to make judgements.
• Excellent verbal and written communication skills.
• Results and people oriented.
• Internal and external Customer Orientation.
• Adaptability to Change.
• Teamwork.
• Creativity and Innovation.
• Superior time management ability.
• Cultural sensitivity and ability to work with stakeholders from several cultural backgrounds and locations.

Knowledge:

• Microsoft Office/G. Drive - Intermediate
• English - C1 - Required • Oral and written comprehension. • Appropriate use of language.
• Excellent writing and spelling in English.
• Knowledge of gaming platforms and Content Moderation - desirable
• The ability to create reports, flowcharts, and analysis - is a plus

Studies & Experience:

• University student in Information Technology, Business Administration, Education, Languages, Pedagogy, or similar - Is a plus
• C1 oral and written English - Mandatory
• 1+ years of experience in roles related to content creation, training or quality assurance - Desirable

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.