Quality & Knowledge Specialist

WHAT YOU’LL DO

As a Quality & Knowledge Specialist you are responsible for Quality Management and Knowledge Management for your assigned market(s). You are responsible for, in collaboration with both In-House and Out-Sourced Operations, maintaining and increasing CS global Quality.

• Maintain and control quality assurance processes and standards.
• Set targets and track key performance indicators (KPIs) related to quality.
• Calibrate and spot-check centers quality personnel.
• Develop and maintain a comprehensive knowledge base for customer service teams.
• Ensure that knowledge base content is accurate, up-to-date, and easily accessible.
• Implement knowledge management best practices and tools.
• Create and update knowledge articles, FAQs, and other support materials.
• Lead the quality and knowledge management processes for both in-house and outsourced teams.
• Provide guidance and support t...