Knowledge Management Specialist

ABOUT THE POSITION

Join our dynamic Customer Care team and play a pivotal role in shaping exceptional consumer experiences for our North American brands. We put the consumer at the heart of everything we do, delivering support that delights and builds loyalty. If you are passionate about designing innovative tools and services that enhance both internal and external operations and consumer interactions, and excited to help transform our contact centers into a loyalty-driven growth engine, then this is your opportunity!

The Knowledge Management Specialist is responsible for creating, editing, and maintaining knowledge base articles for contact center agents and consumers. This role involves managing frequently asked questions (FAQs), create and define standard operating procedures, and oversee the overall communications approach for agents and teams regarding knowledge management, and ensuring that all key updates are accurately and efficiently communicated. The Specialist will collaborate closely with training, quality assurance, technology, people management, brick and mortar and eCommerce operations teams. This role will elevate the consumer self-service experience and improve the timeliness and accuracy of support articles used by agents.

Key Responsibilities:

Knowledge Base Management:

• Create, edit, and maintain knowledge base articles for agents and consumers.
• Ensure the accuracy, clarity, and completeness of all knowledge base content.
• Regularly review and update existing articles to reflect new information, products, policies, or procedures.

Frequently Asked Questions (FAQs):

• Develop and manage a comprehensive FAQ section for agents and consumers.
• Regularly update FAQs based on:
  • common inquiries
  • feedback from agents and consumers
  • business changes
  • consumer sentiment

Communication and Collaboration:

• Develop and implement a communication strategy to keep agents and teams informed of key updates and changes.
• Conduct training sessions and workshops for agents on how to effectively use the knowledge base.
• Communicate promotion calendars through presentations, instant messenger, emails, team meetings, and visual displays.
• Deliver presentations and speak publicly during department meetings.
• Work closely with subject matter experts, product managers, and other stakeholders to gather information and ensure accuracy.
• Partner with training, quality assurance, technology, operations, people management, and eCommerce operations teams to align knowledge management strategies.
• collaborate with digital technology teams to ensure that FAQs utilized by automated assistants or workflows are up to date and effective

Quality Assurance:

• Monitor and analyze the usage and effectiveness of knowledge base articles.
• Implement feedback mechanisms to continuously improve the quality of knowledge base content.
• Conduct periodic audits to ensure compliance with company standards and guidelines.

Reporting and Analysis:

• Generate and analyze reports on knowledge base usage, trends, and feedback.
• Provide insights and recommendations to improve:
  • the overall knowledge management process.
  • FAQ candidates for automation
  • Consumer awareness and usage of self-service portals

Experience:

• 3-5 years of experience in a knowledge management role within a contact center environment.
• Proven experience in creating and managing knowledge base content.
• Experience in conducting training and facilitating workshops.
• Familiarity with knowledge management systems and tools.
• Experience collaborating with cross-functional teams, including training, quality assurance, technology, people management, and eCommerce operations.

Educational Qualifications:

• Bachelor's degree in Communications, Information Management, or a related field
• Certifications or experience in key areas of consumer or contact center management

#LI-CS1

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.