Content Developer

at  CCTSCPRST

CONTENT DEVELOPER

Job Type: Permanent, full-time
Salary: Starting at $65,000-$70,000 CAD, with excellent benefits provided
At the CCTS, our mandate is to review and resolve telecommunications and television complaints after interaction between the customer and their service provider has failed to produce a satisfactory outcome. The CCTS provides a free and impartial service to Canadians.
We represent an organization of unbiased, fair and highly dedicated professionals who understand the needs of disputing parties, and who diligently investigate and work towards resolutions that reflect and respect the needs of both parties.
Our Culture:
Located in our nation’s beautiful capital, the CCTS is a dynamic and growing organization that highly values its people. We foster a workplace that is supportive and emphasizes the importance of work-life balance. We value diversity and we strongly believe in supporting the growth and development of our employees, who come from varied personal and professional backgrounds.
The environment is welcoming, collegial, collaborative and team oriented. At this time, all CCTS employees are working in a hybrid work model.

YOUR ROLE:

Reporting to the Manager, Knowledge Management, the Content Developer is responsible for designing, building, and curating knowledge and learning resources for different audiences at the CCTS-CPRST. Utilizing existing and newly created knowledge within the organization, the Content Developer is a central role in codifying and maintaining resources to support the onboarding and continued growth of our employees, as well as, educating and supporting our participating service providers and customers.

YOUR RESPONSIBILITIES:

• Work with subject matter experts to create and maintain knowledge materials in English and French to support internal and external stakeholders of the complaint handling process
• Review usage and effectiveness of knowledge content to identify knowledge gaps and improvement opportunities
• Assist project teams and process owner to identify training needs, gaps, and opportunities
• Create training resources for different audiences in English and French including, but not limited to: new employees, existing employees, remote, hybrid, client-service roles, internally-facing roles, front-line, and management
• Utilize a Learning Management System to review effectiveness of created training, using a data-driven approach to continuously improve training content
• Make determinations of how to leverage various principles of learning for increased knowledge retention and positive transfer of learning material
• Leverage a variety of different training styles in the creation of training content (blended, on/off-the-job, e-learning, classroom, etc.)
• Work with different stakeholders within the CCTS to support employee success, and appropriate content creation. Incorporate feedback from subject matter expert and training facilitators into content resources.
• Support external content materials including LOOP (customer service and complaint handling software), complaint process information for service providers and customers, etc.
• Maintain Intranet site content and provide support to departmental and project content administrators
• Other duties may be reasonably assigned.