Training & Knowledge Analyst

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 world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's 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, Barron's, MarketWatch, Investor's 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 hire's 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 world-class 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 Google's Suite of Apps, MS Office, or similar software and applications.
• Solid presentation and instructional (one-to-one 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 e-learning 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

#LI-Hybrid

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 ind