Senior Administrator - Knowledge Mgmt

Technology, Data & Digital · Software & Web Development · QA & Testing · Software Engineering

In short

This role is for a Senior Administrator in Knowledge Management, focusing on quality assurance for voice and chat interactions, ticket logging, and maintaining the knowledge database. The position involves analyzing CSAT survey results, managing knowledge transfer, and driving improvements within the Service Desk environment.

Responsibilities

Monitor and score voice, chat, and email interactions against a quality framework.
Run calibration sessions with team leads across language cohorts.
Audit ticket logging quality (categorization, priority, user context, resolution notes, knowledge article linkage) and provide corrective coaching.
Analyze misrouting rejections and address underlying capability gaps.
Use and maintain the Knowledge Database (policies, procedures, best practices, incident resolution, known errors, scripts, FAQs).
Audit Knowledge Database content at least twice yearly for correctness.
Provide a mechanism for Client and Third Parties to report and review knowledge content.
Increase the proportion of Incidents linked to a Knowledge Article.
Extend suitable articles into user-facing self-service and FAQ content.
Analyze CSAT survey results and verbatim feedback to identify satisfaction drivers and detractors.
Translate CSAT findings into targeted improvement actions.
Manage knowledge transfer from other support groups.
Feed improvement actions into the Continuous Improvement Plan.

Requirements

4+ years in contact-centre or service desk quality assurance, or knowledge management.
Established call, chat, and ticket audit methodology with calibration and coaching experience.
Knowledge article authoring, lifecycle governance, and KCS-style practices.
Root cause analysis of quality and routing defects.
Reporting to management level.
Fluent professional English; documentation and knowledge base maintained in English.

Desired Qualifications

KCS or ITIL 4 Knowledge Management practice certification.
Proficiency in one or more supported non-English languages for direct sampling.
Experience feeding chatbot and self-service content from knowledge sources.
Six Sigma or comparable process improvement training.

Benefits

1.5 FTEs

Skills

BMC Helix ITSMBMC Helix DWPKnowledge DatabaseCSATITILKCSSix Sigma

#Voice Process#Quality Assurance#Knowledge Management#Service Desk

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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