Knowledge & Insights Analyst / Training Specialist

Knowledge & Insights Analyst / Training Specialist

Company: Diversified Services Network, Inc. (DSN) Location: Peoria, IL (Hybrid: 1–3 days onsite per week) Employment Type: Full-time Compensation: $65,000 - $70,000

Position Overview

We are seeking a Knowledge & Insights Analyst / Training Specialist to identify training and development needs and lead initiatives that support the brand promise. In this role, you will design and implement training processes, curricula, and knowledge articles that strengthen the customer experience.

This role leads training for the customer support team and partners with third-party global contact centers to support new program launches, ongoing operations, and smooth handoffs of training and quality activities, collaborating across teams to align training, content, and process strategies and drive continuous improvement across support and learning experiences.

Key Contributions & Responsibilities

• Identify training and development needs, and design and implement training processes, curricula, and knowledge articles that strengthen the customer experience.
• Lead training for the customer support team and partner with third-party global contact centers to support new program launches, ongoing operations, and handoffs of training and quality activities.
• Research and curate public-facing self-service support content, including FAQs, and maintain the help center tool by submitting enhancement requests and support tickets and testing functionality.
• Increase the effectiveness of self-service content by analyzing and optimizing search results.
• Coordinate the content approval process with brand and legal teams and submit requests for content translations.
• Work with internal departments and subject matter experts to build and maintain knowledge articles and procedures.
• Liaise with the contact center training lead and third-party training resources to ensure compliance with standards, and deploy a variety of training methods (hands-on, classroom, global delivery).
• Create foundational customer experience training for internal teams and global third-party partners.
• Participate in the digital product NPI (new product introduction) process and collaborate with partner organizations to execute training and knowledge activities.
• Support digital execution aligned with enterprise tools, processes, and strategies, and reinforce digital awareness through communication programs across regions and business units.
• Assist with coordination, communication, and alignment across internal teams and dealer partners.
• Support analysis of global and industry impact related to digital programs, and assist in problem-solving efforts requiring analysis and diagnosis.
• Track and monitor progress via metrics reporting, and present monthly summaries of help center performance, data, and insights.
• Understand contact center KPIs and drive continuous improvement initiatives, identifying and implementing opportunities to streamline processes and improve the customer experience.
• Ensure self-service content and knowledge articles are reviewed and kept up to date, maintaining awareness of training and self-service trends, developments, and best practices.

Team Structure & Work Environment

• Collaborates across teams to align training, content, and process strategies, driving continuous improvement across support and learning experiences.
• Partners with third-party global contact centers on program launches, ongoing operations, and training and quality handoffs.
• Develops subject matter expertise in the supported product, CRM/knowledge tools, and help center strategy.

Education & Experience

• Bachelor's degree (or equivalent experience) with a background in training, knowledge management, content development, or contact center operations required.
• 4+ years of relevant professional experience required.

Top 3 Skills

• Demonstrated knowledge of adult learning techniques and training delivery best practices.
• Experience researching, curating, and maintaining self-service support content and knowledge articles (FAQs, help center tools, procedures).
• Strong written and verbal communication skills, with the ability to translate complex technical concepts into clear, user-friendly content.

Required Technical Skills

• Contact center experience strongly desired.
• At least intermediate-level knowledge of Microsoft Teams, Word, PowerPoint, Excel, Outlook, and Copilot.

Desired Technical Skills

• Solid understanding of the Business Process Outsourcing (BPO) industry and how supplier relationships are governed.
• Experience working with contact center or knowledge management tools such as Salesforce or Microsoft Dynamics 365.
• Experience supporting global teams or working with localization/translation processes.
• 2+ years of combined experience within a contact center environment, developing knowledge articles or training curricula for frontline agents.

Required Soft Skills

• Strong organizational skills.
• Ability to collaborate effectively across internal teams and with global, third-party partners.

Desired Soft Skills

• Strong presentation skills, with the ability to summarize performance, data, and insights for management and leadership.

Benefits

• 401(k)
• Dental insurance
• Vision insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid holidays