Capture operational knowledge, insights, and best practices from Emma’s internal teams and turn them into scalable training and knowledge assets for BPO partners.
Design clear, practical learning and knowledge materials that enable BPO agents to deliver best-in-class customer support.
Build and own systems, tools, and processes to distribute, maintain, and scale knowledge across multiple BPOs.
Identify knowledge gaps and improvement opportunities using performance data, quality metrics, and BPO feedback.
Standardize how operational knowledge is documented, updated, and consumed by external partners.
Partner closely with Emma Operations, Quality, and Process teams to ensure accuracy, consistency, and relevance of content.
Continuously improve learning formats and delivery methods, favoring lightweight, digital, and self-serve solutions over live training.
Ensure fast, consistent onboarding and ongoing enablement of BPOs as products, processes, and policies evolve.

5+ years of experience in Knowledge Management, Training/Enablement, Quality, or Customer Service Operations (ideally in a multi-region and/or outsourced support environment).
Proven ability to build and run a content framework (architecture, standards, governance) that scales across teams and partners.
Experience working with customer service platforms and knowledge systems (Sprinklr experience is a strong plus).
Strong attention to detail and a genuine love for clear, high-quality content that agents can use under pressure.
High agency and independence: you spot gaps, set priorities, and drive improvements end-to-end.
Analytical mindset: you use quality and performance signals to prioritize what matters and prove impact.
Strong stakeholder management across internal teams and external partners; confident communicator in English.
Willingness to travel internationally on a regular basis.

Responsibility and decision-making autonomy from your first day.
The opportunity to work on challenging tasks that contribute to your professional growth.
Work independently and as part of a dedicated, international team.
Private Health Insurance and 24 vacations days per year, with 1 extra day per year worked (until a limit of 29 days per year).
22 remote days per quarter policy, with offices in Parque das Nações, Lisbon.
Work with and learn from experts in diverse fields.
Get to know your team members at our exciting company events.
Working from a pet-friendly office.

Senior Training & Knowledge Manager

Key skills