Knowledge Specialist
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Key skills for this role
About the Role
We’re Hiring: Knowledge Champion Are you passionate about structuring information, driving operational excellence, and enabling teams with the right knowledge at the right time?
Key Skills for This Role
Full Job Posting
We’re Hiring: Knowledge Champion
Are you passionate about structuring information, driving operational excellence, and enabling teams with the right knowledge at the right time?
We’re looking for a
Knowledge Specialis
t to take ownership of our end-to-end Knowledge Management (KM) ecosystem across multiple accounts and lines of business
.
?
? Key Roles & Responsibiliti
es
🔹 Knowledge Base Management & Governa
- nceOwn and manage the full knowledge lifecycle across multiple entities and LO
- Bs.Ensure all knowledge articles are accurate, approved, version-controlled, and published within SL
- As.Maintain structured taxonomy and tagging for seamless access across channels (voice, WhatsApp, chatbot, CR
- M).Identify knowledge gaps through analytics, QA insights, and agent feedba
- ck.Enforce governance standards including review cycles, archiving, and risk tracking (RAID++ log
- s).
🔹 Communications Management (Internal & Extern
- al)Act as the primary point of contact for all knowledge-related communications with external partners and internal stakeholde
- rs.Draft and distribute timely updates to operational tea
- ms.Manage a centralized communications calendar aligned with launches, regulatory updates, and service chang
- es.Deliver executive-level KM status reports and insigh
- ts.
🔹 Template Design & Standardizat
- ionDesign and implement standardized templates for FAQs, SOPs, escalation scripts, and service guid
- es.Ensure compatibility with KB systems (e.g., Genesys, CRM platform
- s).Maintain a Template Registry with version control and ownership tracki
- ng.Continuously audit template effectiveness and usabili
- ty.
🔹 Stakeholder Collaboration & Developer Coordinat
- ionBridge operational SMEs and technical teams to ensure accurate knowledge implementati
- on.Coordinate with developers for content structuring, publishing, and system integrati
- on.Lead knowledge review sessions and track updates via structured change lo
- gs.Support SIT/UAT phases for knowledge base enhancemen
- ts.
🔹 Quality Assurance & Continuous Improvem
- entDefine and track KM metrics aligned with COPC & industry standards (accuracy, SLA adherence, FCR impac
- t).Conduct regular audits and proactively identify content gaps or inconsistenci
- es.Drive root-cause analysis and continuous improvement initiatives through actionable insigh
- ts.
🔹 Training & Agent Enablem
- entCollaborate with L&D to align knowledge content with training progra
- ms.Develop job aids, quick-reference materials, and onboarding conte
- nt.Support new account transitions with knowledge readiness and go-live preparati
- on.Deliver knowledge awareness sessions and ongoing updates to tea
- ms.
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