Job Description
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.
Knowledge Management 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 SL.
- 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++ log).
Communications Management (Internal & External)
- Act as the primary point of cont...