Knowledge Base Specialist

4 days ago

Cebu City, Central Visayas, Philippines XtendOps Full-time ₱240,000 - ₱420,000/year

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  • Conduct regular audits and quality checks of knowledge base content and identify gaps or outdated information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