Looking ahead to exciting opportunities, Pearl Interactive Network is seeking skilled Contact Center Content Specialists (CCCSs) to Join Our Talent Community and support future programs.In this role, the CCCS acts as the critical link between government messaging and contractor operations, ensuring contact center content empowers customer service agents and aligns seamlessly with government directives. Collaborating with diverse teams, the CCCS identifies content needs, refines website resources, enhances training materials, and drives continuous improvement through strategic recommendations.Essential Duties and Responsibilities:Content Development & Management:
Coordinate with government content teams, USAGov, QA teams, and Training Managers to identify and resolve content gaps.
Provide expertise on writing content tailored to the needs of contact center agents and customers in both English and Spanish.
Review, modify, update, and create contact center-specific content in collaboration with government teams.
Ensure that all content adheres to SEO best practices, user intent, and accessibility standards for web content.
Assist in the adaptation of website content to better meet the needs of contact center operations.
Training & Quality Assurance Support:
Develop and draft training content to ensure customer service representatives (CSRs) have accurate and up-to-date information.
Collaborate with QA teams to align content with quality standards and customer satisfaction (CSAT) goals.
Provide recommendations for content improvements based on CSR feedback, quality assessments, and customer interactions.
Reporting & Continuous Improvement:
Draft and submit a monthly action and improvement report with recommendations regarding content strategy, QA, CSAT, and training enhancements.
Act as the "voice of the contact center" in content discussions, ensuring that agent and customer needs are prioritized in content decisions.
At the discretion of the government, draft and/or edit contact center-specific content as needed.
Education and/or Work Experience Requirements:
Bachelor's degree in communications, English or Journalism preferred
Proficiency in written and spoken American English with excellent writing, editing, and communication skills.
Experience working in a contact center, with deep knowledge of contact center trends and best practices.
Experience in developing content specifically for contact center agents to improve service delivery.
Familiarity with web content best practices, including SEO, user intent, and accessibility standards.
Physical Requirements:While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.Background Investigation, Security/EQIP Clearance, Drug Screen and Skills Assessments May Be RequiredPearl Interactive Network, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.