Knowledge Content Specialist

22 hours ago

Makati City, National Capital Region, Philippines beBeeKnowledge Full time $56,000 - $84,000
About the Knowledgebase Writer Role

The IKB Writer is responsible for overseeing the governance and maintenance of a knowledge base. This includes ensuring its overall health, identifying best practices, and developing high-quality content that meets diverse audience needs.

Key Responsibilities:
  • Develop and implement a knowledge management strategy for the IKB, focusing on quality, relevance, and accessibility.
  • Collaborate with stakeholders, clients, trainers, QA, IDs, and subject matter experts to create new products, processes, and services.
  • Analyze data to evaluate business impact, track usage, and optimize efficiency in IKB content.
  • Establish writing guidelines based on KB best practices and review agent suggestions.
  • Maintain and update KB articles based on client requests and ensure article accuracy by serving as a subject matter expert.
  • Proactively review the IKB and suggest updates, ensuring its currency and relevance.
  • Author new IKB articles as campaigns launch new policies, procedures, or products.
  • Provide timely updates on article status to stakeholders.
Requirements and Qualifications:
  • Bachelor's degree or equivalent experience in content creation.
  • Demonstrated ability to independently produce engaging online content, guides, and user support materials.
  • Experience with writing tools and graphics software, including proficiency with online platforms.
  • Strong understanding of formatting principles (headers, bolding, icons, lists, screenshots) to highlight key points.
  • Ability to analyze data (KPIs, Quality, searches, views), identify areas for improvement, and propose innovative solutions.
  • Capacity to learn quickly, adapt to new knowledge and skills, and prioritize self-development.
  • Effective collaboration and communication skills to work well with team members and stakeholders across various departments.
  • Align with Ibex Core Values: Respect, Integrity, Transparency, and Excellence.
  • Flexibility in schedule adherence and willingness to adjust as needed.
Benefits:
  • Opportunity to develop and maintain a comprehensive knowledge base.
  • Collaborative work environment fostering growth and innovation.
  • Chance to apply analytical and creative skills to drive business outcomes.

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