
Chief Content Developer
6 days ago
The IKB Writer plays a crucial role in maintaining the health and best practices of a knowledge base, ensuring its widespread usage and accuracy. This position requires creating guidelines for content capture and maintenance to prevent stagnation.
Main Responsibilities- Develop a comprehensive knowledge management strategy for the IKB and produce high-quality, up-to-date content catering to diverse skill levels.
- Collaborate effectively with stakeholders, clients, trainers, QA, IDs, and subject matter experts to develop and support new and existing products, processes, and services.
- Utilize analytics to assess business impact, track usage, and define efficiency of the IKB content.
- Create writing guidelines based on KB best practices.
- Review and implement agent suggestions.
- Update KB articles according to requests.
- Serve as a subject matter expert (SME) on product specifics to ensure and validate article content accuracy.
- Proactively review the IKB and suggest updates.
- Write new IKB articles as campaigns introduce new policies, procedures, or products.
- Provide status updates on articles to stakeholders.
- Implement change tracking strategies for approval of all changes.
- Edit work for spelling, grammar, conciseness, clarity, and accuracy.
- Bachelor's degree or equivalent experience in content writing.
- Proven ability to create engaging online articles, guides, and user support content independently.
- Demonstrated proficiency with writing and graphics tools, including online platforms.
- Familiarity with applying formatting techniques (headers, bolding, icons, lists, screenshots) to highlight key points.
- Ability to analyze data (KPI, Quality, searches, views), identify areas for improvement, and devise innovative solutions.
- Capacity to learn quickly and adapt to new knowledge and skills.
- Effective collaboration and communication skills with team members and stakeholders.
- Alignment with core values: Respect, Integrity, Transparency, and Excellence.
- Comfort with shifting schedules and temporary remote work arrangements.
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