Job Description

Primary Responsibilities: * Knowledge Repository Management: Develop and maintain a centralized knowledge repository or database where information, documents, and insights are stored in an organized manner, which are uploaded into external knowledge based.

• Article Curation: Ensure that the knowledge repository is up-to-date, relevant, and well-organized. Curate content to make it easily accessible by customers.
• Training: Develop training programs to educate new employees and existing staff on how to access and contribute to the knowledge management portal.
• Technology Implementation: Explore and implement new features related to knowledge management tools and technologies with the support & guidance\'s of enterprises team.
• Quality Assurance: Ensure the accuracy and quality of all information stored in the knowledge repository. Implement measures to validate and update content regularly.
• Collaboration with Departments: Work closely with different departments to consolidate information and articles needs and collaborate on creating and maintaining relevant content available for customers in knowledge portal.
• Performance Metrics: Develop and monitor key performance indicators (KPIs) to measure the effectiveness of knowledge management initiatives. Track usage, engagement, and the impact on performance of our call drivers.
• Continuous Improvement: Identify opportunities for continuous improvement in knowledge management & processes. Seek feedback from users and stakeholders to enhance the knowledge-sharing experience.
• Change Management: Implement changes to knowledge management processes with a focus on change management principles. Ensure that internal stakeholders are informed and updated with the progress happening at digital customer service.
• Responsible for ensuring there are continuous automation initiatives to increase productivity self-serve enquiries by customers.
• Providing strong support to customer care team & the manager in any area flexibly whenever required.

Amway