TikTok Shop - Knowledge Management & Training specialist - French speaking

opportunities to uplift BPO Associate knowledge levels, to deliver true resolution.

• Knowledge Gaps: Identify BPO knowledge gaps within the operation and work with XFN teams to capture missing information from subject matter experts, updating Global & Regional Processes (SOP).
• Knowledge Articles: Daily audit of public and internal knowledge portals including documents, videos, presentations, training materials to ensure knowledge alignment with Global Process (SOP).
• Knowledge Usage: Track key metrics related to knowledge base usage, provide feedback to BPO for non-usage by BPO associates.
• SOP Improvement: Data analysis of customer feedback to identify processes that are not resolving issues. Working with our Regional Solutions to ensure global-SOPempower our BPO operations have a workable solution that resolves our Buyers, Sellers or Creator issues - first time.
• Case-Resolution: Work closely with cross-functional teams to troubleshoot and resolve escalated issues, identify the Product/Process/People-Coaching opportunities to reduce future escalations.

TRAINING:

• Training Assessment: Analyze training needs across all teams, design and deliver targeted training programs.
• Training Materials: Develop modular training materials, including e-learning modules, instructor-led presentations, Huddles and BPO CRM Scripts.
• BPO Training: Audit BPO training sessions to assess effectiveness of knowledge transfer and redesign to address any delivery gaps.
• Training Completion: Track training completion rates, and employee feedback, ensuring prompt completion of all required training.
• Brand Voice: Review scripts, tickets and IM_Chats to ensure the fun & engaging tone in our responses conveys both our brand and true resolution.

Qualifications

Minimum Qualifications

• Bachelor's degree or equivalent practical experience;
• 2+ years in knowledge management, L&D, or operational training, preferably in support/service environments.
• Experience with SOPs - executing, contributing to, and creating them;
• Experience in learning management systems (LMS), knowledge base platforms, and content tools.
• Experience working with Dutch OR french speaking Stakeholders in those markets

Preferred Qualifications

• Good project management skills with ability to prioritize in fast-paced settings.
• Data-driven mindset; proficient with, analytics tools & data:
• Experience working cross functionally with tech and non-tech teams;