Company Description

Glovo is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience-fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

Knowledge & Training Specialist

Primary Purpose: To design and deliver unified training and knowledge content for a specific business vertical. This role bridges the gap between training and documentation by creating integrated materials that ensure agents have the right information at the right time, while leveraging AI to accelerate the content lifecycle.

Tasks & Responsibilities

Knowledge Base (KB) Creation & Iteration

• Write and structure clear, concise KB articles for new processes, ensuring technical instructions are optimized for agent scannability.

• Proactively iterate on existing KB content to adapt it to changing operational needs, ensuring the source of truth remains accurate and relevant.

• Regularly audit the vertical's documentation to fix broken links and remove outdated info ("knowledge debt").

Training Curriculum & Assessment

• Design and build training assets that perfectly mirror the live KB documentation to prevent contradictory instructions.

• Create hands-on practice activities that require participants to solve mock cases using the KB, ensuring they are "floor-ready."

• Conduct regular assessments of agent feedback loops (surveys, focus groups, and trainer input) to identify confusion points and trigger necessary curriculum improvements.

Performance Impact & Coordination

• Monitor the impact of content on agent performance metrics, iterating on training and KB materials until performance targets are met.

• Partner with the LTS Coordinator for digital asset production and the Global Content Coordinator to ensure all iterations are localized and published globally.

• Ensure that KB documentation & training curriculum improve Time-to-Proficiency and impact key metrics when launching new processes.

AI-Powered Content Innovation:

• Use AI-driven writing and generation tools to automate the initial drafting of training scripts, quiz questions, and KB articles, reducing manual rework and production time.

• Leverage AI to summarize complex SOPs into agent-friendly "scannable" content and to brainstorm interactive learning scenarios.

• Actively test and suggest new AI prompts or tools that can improve the quality and speed of content updates within the vertical.

Stakeholder & Process Integration:

• Work with the Process Optimization team and the K&T Lead to turn new process changes into simple, actionable training and documentation.

• Actively gather feedback from agents and trainers to identify sections of the content that are confusing or outdated, and proactively propose improvements to the Lead.

Delivery & Facilitator Support:

• Lead Train-the-Trainer (TTT) sessions for local trainers, by focusing on the operational details-showing them exactly how the process works and how to use the training kit built.

• Facilitate core onboarding or specialized training sessions, ensuring the "High Bar" for educational quality is maintained.