Knowledge & Process Specialist

As a Knowledge & Process Specialist, you would be able to work on and solve some of the many interesting challenges we are facing, learn new ways of working, and build delightful high-quality experiences for our internal and external customers.

We are seeking a proactive Knowledge & Process Specialist to join our Customer Care team. In this role, you will manage and enhance our centralized knowledge repository, develop training materials, and drive process improvements through data analysis. You will collaborate with stakeholders to optimize workflows, improve customer experience, and support strategic initiatives that foster a culture of customer obsession.

The role reports to the Contact Centre Excellence Lead.

Roles & Responsibilities

Knowledge Management

• Develop and maintain the knowledge management system, ensuring timely updates for new product and feature releases and retiring outdated information to keep content accurate ...