KNOWLEDGE MANAGEMENT EXPERT
Employer · MOLGROUP
Staff trainer
Education methods specialistBusiness analystFull-timeTemporaryBudapest, Galvani utca 44
As a Knowledge Management Expert, you will play a key role in developing and optimizing B2C and B2B customer service processes by creating knowledge-sharing documents, building a knowledge base, and organizing customer service training. The purpose of the position is to provide an up-to-date knowledge base, professional training materials, and efficient information flow for the customer service areas of the Waste Management Concession.
Tasks
- Professional content development: high-level professional development of new training materials, e-learning courses, tests, manuals, guidelines, and template letters for operations.
- Support for teaching activities: methodological support and preparation of operational managers and trainers for the training sessions to be held based on the prepared materials.
- Support for examination processes: active participation in conducting operational exams, objective evaluation of results, and monitoring of knowledge levels.
- Operational documentation management: precise updating, version control, and sharing of operator-level documentation and work instructions for new or modified processes.
- Operational maintenance of knowledge bases: daily updating and validation of the professional content of internal and external customer relationship interfaces, and keeping platforms up to date.
- Support for performance evaluation methodology: participation in maintaining the methodology of the operational performance evaluation system, as well as supporting managers in professional feedback processes.
- Handling customer satisfaction (CSAT/NPS) data: collecting and systematizing customer satisfaction questionnaire data and monitoring first-level satisfaction trends.
- Joint data analysis and reporting: close cooperation with the Data Analysis team in deeper analysis of satisfaction and knowledge management indicators.
- Professional support for opinion polls
Conditions & benefits
Competitive compensation packageWith Cafeteria, private health insurance, annual bonusPet-friendly officeEmployee discounts and fuel cardIn the MOL networkRegular trainings and language coursesCorporate iPhoneFor efficient work
Requirements
- Higher education
- Complex thinking and structured approach
- Quick understanding of contexts and effective problem solving
- Precise, accurate work performance
- Good written and verbal communication with both business and technical stakeholders
- Confident use of IT systems