Training Knowledge Analyst
Training Knowledge Analyst
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$ 45000 - 60000
1 Vacancy
Job Description
Job Description:
About Our Organization:
Dow Jones is a global provider of news and business information delivering content to consumers and organizations around the world across multiple formats including print digital mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the worlds largest newsgathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal Americas largest newspaper by paid circulation; Barrons MarketWatch Mansion Global Financial News Investors Business Daily Factiva Dow Jones Risk & Compliance Dow Jones Newswires OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS NWSA; ASX: NWS NWSLV).
About the Role
The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people.Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including The Wall Street Journal Barrons MarketWatch Investors Business Daily Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group focused on delivering excellence during every customer interaction. You will be based in our Princeton New Jersey office reporting to the Senior Manager Training and QA.
You Will:
- Deliver existing modules and curricula for new hires and other customer service training courses.
- Complete the entire lifecycle of assigned training projects including project management instructional design business writing facilitation and other related administrative tasks.
- Perform activities to deliver and assess new hire performance for the duration of New Hire Training including administering weekly assessments.
- Manage agents and ownership of new hires performance for the duration of New Hire Training.
- Responsible for all onboarding tasks including communication scheduling and organizing the logistical needs of new hires and hiring managers.
- Review and update training materials to keep agents current on our products and systems.
- Maintain the Customer Service Knowledge Base in a timely fashion with policies procedures and supplemental information agents need to deliver accurate worldclass support daily..
- Complete other duties as assigned.
You Have:
- At least one year of experience performing a customer service training role or equivalent duties in a similar environment.
- Strong attention to detail.
- Familiarity with Googles Suite of Apps MS Office or similar software and applications.
- Solid presentation and instructional (onetoone and classroom) skills.
- Recognition that operational roles of this nature involve some element of weekend oversight plus unscheduled incident and crisis management.
- Ability and willingness to travel. This role may require visits to other Dow Jones Contact Centers several times a year (preferred).
- Familiarity with elearning authoring software (preferred).
Our Benefits
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Medical Dental and Vision Insurance Plans
- Education Benefits
- Paid Maternity and Paternity Leave
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
Learn more about all our US benefits
#LIHybrid
Reasonable accommodation: Dow Jones Making Careers Newsworthy We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law.EEO/AA/M/F/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application due to a disability email us at Please put Reasonable Accommodation in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.Business Area:
Dow Jones Customer ServiceJob Category:
Customer Service & Contact Center OperationsUnion Status:
NonUnion rolePay Range: $45000 $60000We recognize that attracting the best talent is key to our strategy and success as a company. As a result we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect and we tailor our offers within the range based on the selected candidates experience industry knowledge location technical and communication skills and other factors that may prove relevant during the interview process.Payforperformance is a key element in our strategy to attract engage and motivate talented people to do their best work. Similarly to salary for bonus eligible roles targets are set based on a variety of factors including competitive market practice.For benefits eligible roles in addition to cash compensation the company provides a comprehensive and highly competitive benefits package with a variety of physical health retirement and savings caregiving emotional wellbeing transportation and other benefits including elective benefits employees may select to best fit the needs and personal situations of our diverse workforce..Required Experience:
IC
Employment Type
Full-Time
