Knowledge Specialist
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Key skills for this role
About the Role
TP is hiring a Knowledge Specialist to own the end-to-end Knowledge Management ecosystem across multiple accounts. You will manage knowledge base governance, communications, template design, stakeholder collaboration, and quality assurance.
Key Skills for This Role
Responsibilities
- Own and manage the full knowledge lifecycle across multiple entities and lines of business.
- Ensure all knowledge articles are accurate, approved, version controlled, and published within SLAs.
- Maintain structured taxonomy and tagging for seamless access across channels (voice, WhatsApp, chatbot, CRM).
- Identify knowledge gaps through analytics, QA insights, and agent feedback.
- Enforce governance standards including review cycles, archiving, and risk tracking.
- Act as the primary point of contact for all knowledge related communications with external partners and internal stakeholders.
- Draft and distribute timely updates to operational teams.
- Manage a centralized communications calendar aligned with launches, regulatory updates, and service changes.
- Deliver executive level KM status reports and insights.
- Design and implement standardized templates for FAQs, SOPs, escalation scripts, and service guides.
- Ensure compatibility with KB systems (e.g., Genesys, CRM platforms).
- Define and track KM metrics aligned with COPC & industry standards (accuracy, SLA adherence, FCR impact).
Requirements
- Experience in knowledge management, content management, or related field.
- Strong understanding of knowledge lifecycle and governance.
- Excellent communication and stakeholder management skills.
- Familiarity with knowledge base systems (e.g., Genesys, CRM platforms).
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 Specialist to take ownership of our end to end Knowledge Management (KM) ecosystem across multiple accounts and lines of business.
Key Roles & Responsibilities
- Own and manage the full knowledge lifecycle across multiple entities and LOBs.
- Ensure all knowledge articles are accurate, approved, version controlled, and published within SLAs.
- Maintain structured taxonomy and tagging for seamless access across channels (voice, WhatsApp, chatbot, CRM).
- Identify knowledge gaps through analytics, QA insights, and agent feedback.
- Enforce governance standards including review cycles, archiving, and risk tracking (RAID++ logs).
- Act as the primary point of contact for all knowledge related communications with external partners and internal stakeholders.
- Draft and distribute timely updates to operational teams.
- Manage a centralized communications calendar aligned with launches, regulatory updates, and service changes.
- Deliver executive level KM status reports and insights.
- Design and implement standardized templates for FAQs, SOPs, escalation scripts, and service guides.
- Ensure compatibility with KB systems (e.g., Genesys, CRM platforms).
- Maintain a Template Registry with version control and ownership tracking.
Stakeholder Collaboration & Developer Coordination
- Bridge operational SMEs and technical teams to ensure accurate knowledge implementation.
- Coordinate with developers for content structuring, publishing, and system integration.
- Lead knowledge review sessions and track updates via structured change logs.
- Support SIT/UAT phases for knowledge base enhancements.
Quality Assurance & Continuous Improvement
- Define and track KM metrics aligned with COPC & industry standards (accuracy, SLA adherence, FCR impact).
- Conduct regular audits and proactively identify content gaps or inconsistencies.
- Drive root cause analysis and continuous improvement initiatives through actionable insights.
Training & Agent Enablement
- Collaborate with L&D to align knowledge content with training programs.
- Develop job aids, quick reference materials, and onboarding content.
- Support new account transitions with knowledge readiness and go live preparation.
- Deliver knowledge awareness sessions and ongoing updates to teams.
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