Job Title: Content Writer (e-learning)
Location: Toronto, ON (Hybrid)
Estimated Duration: 6 Months
Content Specialist
A small airline is seeking a Knowledge & Learning Content Specialist to streamline, modernize, and maintain operational and contact center knowledge. This role focuses on transforming complex information into clear, accessible content, building structured learning assets, and organizing a centralized knowledge repository. The role is both strategic and hands-on and requires the ability to work independently end-to-end.
Key Responsibilities
Content Development & Simplification
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Rewrite and simplify complex operational, policy, and procedural content into clear, usable formats
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Identify content gaps and develop new materials to support frontline and contact center teams
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Build reference guides, quick-hit job aids, and operating procedures
Contact Center Knowledge Enablement
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Create and maintain best-practice content for airline contact center operations
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Ensure content supports fast, accurate decision-making and consistent service delivery
Learning & eLearning Development
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Design and develop eLearning modules using Articulate or similar tools
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Develop and maintain a structured repository of learning content and reference materials
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Support onboarding and continuous learning through accessible, role-specific content
Knowledge Hub & Content Library Management
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Reorganize and standardize content within a centralized Google Drive repository
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Refresh and maintain the airline’s knowledge hub
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Establish content guidelines, taxonomy, version control, and documentation standards
Data-Driven & Future-Oriented Design
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Use data and usage feedback to improve content effectiveness and accessibility
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Structure content to support future integration with agentic AI and intelligent knowledge tools
Independent Delivery
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Work independently to assess problems, design solutions, and execute deliverables
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Balance strategic planning with hands-on content development
Required Qualifications
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Experience in knowledge management, instructional design, content development, or learning enablement
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Hands-on experience with Articulate or comparable eLearning tools
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Strong ability to simplify and structure complex information
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Experience organizing and maintaining content repositories (Google Drive or similar platforms)
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Ability to work autonomously in an operational environment
Preferred Qualifications
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Experience supporting contact center operations or regulated environments
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Familiarity with data-driven content optimization or AI-enabled knowledge systems
The pay range that the employer reasonably expects to pay for this position is between CA$50.00 and CA$70.00
Our voluntary benefits offering includes medical, dental, vision and retirement benefits.
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Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics. We welcome and encourage diversity in the workplace.