Knowledge and Training Specialist

As a Knowledge and Training Specialist in our Member Care Department, you will play a key role in designing and delivering comprehensive training programs and managing knowledge resources that empower both frontline team members and operational leaders. You'll develop structured learning for new hires, experienced agents, and front-line leadership, ensuring each team member gains the skills and confidence needed to deliver exceptional member experiences. In addition to facilitating engaging training sessions, you'll own and optimize our knowledge management system to ensure information remains accurate, accessible, and aligned with evolving business needs.

• Develop, update, and maintain the knowledge management system, ensuring content is accurate, accessible, and up to date
• Collaborate cross-functionally to capture and document best practices, policies, and procedures
• Design and refine training materials including guides, presentations, videos, and e-learning modules for onboarding and continuous learning
• Facilitate training sessions for new hires and existing employees to promote consistency and service excellence
• Gather and evaluate feedback to improve training effectiveness and knowledge resources
• Measure the impact of training programs and materials, continuously iterating to enhance effectiveness
• Partner with subject matter experts to ensure content aligns with company goals, compliance needs, and industry standards
• Stay current on learning trends and tools, incorporating innovative approaches into training and knowledge delivery

• 3+ years of experience in knowledge management, training, or instructional design, ideally within a contact center or customer service environment
• Bachelor’s degree or equivalent relevant experience
• Strong writing skills with the ability to develop clear, engaging, and user-friendly training materials
• Effective communication and presentation skills; comfortable delivering training both virtually and in person
• Familiarity with knowledge management platforms, learning management systems (LMS), and documentation tools
• Strong organizational and time management skills with the ability to handle multiple projects simultaneously
• Collaborative mindset with the ability to work across teams and functions
• A proactive, problem-solving approach to improving training and knowledge-sharing
• Understanding of instructional design principles and adult learning methodologies
• Experience in the health insurance industry is a plus
• Experience with platforms like Sana, Confluence, and Genesys is a plus