Senior Administrator - Knowledge Management

Teknik, data och digitalt · Mjukvaru- och webbutveckling · QA och testning · Dataanalys

I korthet

HCLTech seeks a Senior Administrator for Knowledge Management in Gautam Buddha Nagar, Uttar Pradesh, India. The role focuses on ensuring the quality of user interactions and knowledge base integrity through monitoring, auditing, and analysis to improve first contact resolution and customer satisfaction.

Ansvarsområden

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).
Drive corrective coaching based on audits.
Analyze misrouting rejections and address underlying capability gaps.
Use and maintain the Knowledge Database (policies, procedures, best practices, Incident resolution methods, Known Errors, Service Desk scripts, self-help articles, FAQs).
Audit Knowledge Database content at least twice yearly for correctness.
Provide mechanisms for clients and third parties to report and review knowledge content.
Sustain and raise the proportion of Incidents tagged with Knowledge Articles.
Extend suitable articles into User-facing self-service and FAQ content.
Analyze CSAT survey results and verbatim feedback to identify drivers/detractors.
Translate CSAT findings into targeted improvement actions.
Manage knowledge transfer from other support groups.
Close identified knowledge gaps.
Feed improvement actions into the Continuous Improvement Plan.

Krav

4+ years in contact-centre or service desk quality assurance, or knowledge management.
KCS or ITIL 4 Knowledge Management practice certification.
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.
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.

Förmåner

Global technology company with a broad portfolio of technology services and products.
Opportunity to supercharge potential, find career and spark.
Focus on putting people first.

Färdigheter

BMC Helix ITSMDWPKnowledge DatabaseCSAT surveysKCSITIL 4Six Sigma

#Voice Process#Quality Assurance#Knowledge Management#Service Desk#ITSM#ITIL#KCS#CSAT

Om 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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