Knowledge/Training Specialist

hace 1 mes

Barcelona, Barcelona, España Glovo A tiempo completo
About the Role

We are seeking a highly skilled Knowledge/Training Specialist to join our team at Glovo. As a key member of our organization, you will be responsible for overseeing training activities and enhancing our Knowledge Base documentation.

Key Responsibilities
  • Manage and update our Learning Management System (LMS), creating and improving courses, and collaborating with e-learning specialists.
  • Ensure the local implementation of training modules and activities by coordinating with freelance translators and sending training materials for translation and follow-up.
  • Develop, oversee, and maintain process documentation that enables Glovo Customer Service Representatives to effectively address and solve customer issues.
  • Review, consolidate, and update knowledge content as needed, including preparation and formatting tasks.
  • Manage the localization process for knowledge content, ensuring materials are updated and accessible for all markets following translation, and gather feedback for improved troubleshooting.
  • Oversee the coordination and management of Live Ops content requests, including those related to CRM and various content types, ensuring timely and efficient delivery.
  • Strategically prioritize tasks and projects to balance immediate needs with long-term content development goals.
  • Support the Content team in organizing, managing, and updating the internal database of LiveOps templates to ensure all content remains up-to-date and consistent with Live Operations customer communications strategy.
Requirements
  • 2-3 years of Knowledge Management/Training experience in a similar/same position.
  • Spanish high level as you will be working with our Spanish-speaking team on a daily basis.
  • English C1 or high level as training sessions and Train The Trainer may be conducted in English and also communications with the hubs and other Glovo stakeholders.
  • Excellent communication (both verbal and written) and facilitating skills to deliver Training sessions and ensure proficient communication with different stakeholders.
  • Proficient in Google tools and M. Office (esp. Slide and PowerPoint); e-learning software is an asset.
  • Proficient in learning management systems (LMS) and familiar with traditional and modern interactive learning methodologies and learning activities.
  • Capability to understand processes, connect process flows/details, spot inconsistencies between existing and new knowledge.
  • Experience managing and maintaining knowledge content in a knowledge management system (KMS) - e.g. Confluence and other knowledge base software.
  • Knowledge of localization providers, services, and tools (TMS/CAT/CMS).
  • Availability to travel 50% of the working time or during extended periods to deliver Training sessions and conduct Training audits in our Hubs.
  • Strong understanding of business goals, KPIs, and metrics for customer service.
What We Offer
  • An enticing equity plan that lets you own a piece of the action.
  • Top-notch private health insurance to keep you at your peak.
  • Monthly Glovo credit to satisfy your cravings
  • Cobee discounts on transportation, food, and even kindergarten expenses.
  • Discounted gym memberships to keep you energized.
  • Extra time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year
  • Enhanced parental leave, and office-based nursery.
  • Online therapy and wellbeing benefits to ensure your mental well-being.
About Us

We believe that diversity enhances our teams, products, and culture. We are committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations, and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard.

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