Knowledge Base Specialist
4 days ago
Cebu City, Central Visayas, Philippines
XtendOps
Full-time
₱240,000 - ₱420,000/year
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About the role
We are looking for a Knowledge Base Specialist with experience in Training, Quality Assurance, and auditing to help maintain accurate, effective, and easy-to-use knowledge resources for our operations.
Key responsibilities
- Create, update, and maintain knowledge base articles, SOPs, process guides, and training materials
- Review existing content to ensure accuracy, consistency, and alignment with operational processes
- Conduct regular audits and quality checks of knowledge base content and identify gaps or outdated information
- Work closely with Training and Quality teams to ensure knowledge materials support agent performance and learning
- Identify recurring knowledge gaps based on quality findings, audits, and operational feedback
- Recommend improvements to processes, documentation, and learning materials
- Support updates and rollouts of new processes, policies, and procedures
About you
- At least 1 year of experience in Knowledge Management, Training, Quality Assurance, or a related role
- Previous experience in BPO, customer service, or operations is preferred
- Hands-on experience with training, quality audits, and/or compliance audits
- Strong writing, documentation, and communication skills
- Excellent attention to detail and ability to identify inconsistencies or process gaps
- Ability to work with multiple teams and translate operational information into clear and user-friendly documentation