Key responsibilities will include:

• Supporting the implementation of a new enterprise Knowledge Management System, including requirements, content modelling, migration, validation and governance.
• Drafting, reviewing and improving internal and customer-facing knowledge content.
• Translating complex policies, legislation and processes into clear, practical and customer-friendly information.
• Establishing content standards, governance, review cycles and approval processes.
• Analysing customer interactions, complaints, quality and operational data to identify trends and root causes.
• Improving contact centre quality assurance frameworks and scorecards.
• Turning customer and operational insights into practical continuous improvement initiatives.
• Supporting the introduction of automated quality assurance and analytics technology.
• Working closely with stakeholders and system vendors to drive successful adoption and sustainable improvements.