SeniorAdministrator - Knowledge Mgmt

About this role

Not quite right? These jobs in India match the same skills — apply to a few to improve your chances.

QI Engineer

Zensar Technologies

In OfficeIndia

Apply

Assistant Manager, MSTG

Amneal India

In OfficeIndia

Apply

Lead - Inplant FM

Adani Group

In OfficeIndia

Apply

Customer Sales Executive - Two Wheeler Loans - Lucknow - Halwasiya Complex - CSE

Tata Capital

In OfficeIndia

Apply

Skills you'll use

What you'll do

• KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Monitor and score voice, chat and email interactions against an agreed quality framework; run calibration sessions with team leads across language cohorts. • Audit ticket logging quality — categorisation, Priority, User context, resolution notes and Knowledge Article linkage — and drive corrective coaching. • Analyse misrouting rejections by cause (incorrect target group, incomplete troubleshooting, missing handover data) and close the underlying capability gaps (CSL-18). • Use and maintain the Knowledge Database covering policies and procedures, best practices, Incident resolution methods, Known Errors, Service Desk scripts, self-help articles and FAQs (§3.8). • Audit Knowledge Database content at least twice yearly for correctness, and provide the mechanism for the Client and Third Parties to report and review knowledge content (§3.8). • Sustain and raise the proportion of Incidents tagged as linked to a Knowledge Article, and extend suitable articles into User-facing self-service and FAQ content. • Analyse CSAT survey results and verbatim feedback; identify satisfaction drivers and detractors and translate them into targeted improvement actions (CSL-16). • Manage the knowledge transfer process from other support groups, close identified knowledge gaps, and feed at least the contractual quota of improvement actions into the Continuous Improvement Plan (§3.8, §3.11)
• Skill Requirements
• SKILLS & EXPERIENCE ESSENTIAL • 4+ years in contact-centre or service desk quality assurance, or knowledge management. DESIRABLE > 60% At least twice yearly • 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. ROLE NOTES • 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. Documentation and the Knowledge Database are maintained in English, while User interaction is delivered in the official local languages; quality sampling of non-English interactions is arranged through language-capable reviewers
• Other Requirements
• Other Requirement : VP_QA_KM_L2; 1.5 FTEs

Who can apply

• SKILLS & EXPERIENCE ESSENTIAL • 4+ years in contact-centre or service desk quality assurance, or knowledge management. DESIRABLE > 60% At least twice yearly • 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. ROLE NOTES • 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. Documentation and the Knowledge Database are maintained in English, while User interaction is delivered in the official local languages; quality sampling of non-English interactions is arranged through language-capable reviewers
• Other Requirements
• Other Requirement : VP_QA_KM_L2; 1.5 FTEs

About HCLTech

Searching for “HCLTech jobs” or “jobs at HCLTech”? You’re in the right place.