SeniorAdministrator - Knowledge Mgmt

Job Summary

Voice Process / Quality Assurance / Knowledge Management Analyst Role code: VP_QA_KM_L2 | Level 2 | Service Desk Services – Quality & Knowledge Reports to Service window Tooling Service Desk Manager / Lead; functional link to Service Quality Lead 8x5 with sampling across all shifts and languages Location HCLTech India Coverage BMC Helix ITSM · DWP · Knowledge Database · CSAT surveys ROLE PURPOSE Scope ref. All 9 supported languages, all channels Annex 2 §3.8, §3.11 · CSL-16, CSL-18 Protects the quality of the User-facing interaction and the integrity of the knowledge that drives it. Monitors voice and chat handling, audits ticket and knowledge quality, and converts findings into coaching, knowledge articles and improvement actions that lift first contact resolution and satisfaction.

Key Responsibilities

KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Monitor and score voice, chat and email interactions against an agreed quality framework; run calibration sessions with team leads across language cohorts. • Audit ticket logging quality — categorisation, Priority, User context, resolution notes and Knowledge Article linkage — and drive corrective coaching. • Analyse misrouting rejections by cause (incorrect target group, incomplete troubleshooting, missing handover data) and close the underlying capability gaps (CSL-18). • Use and maintain the Knowledge Database covering policies and procedures, best practices, Incident resolution methods, Known Errors, Service Desk scripts, self-help articles and FAQs (§3.8). • Audit Knowledge Database content at least twice yearly for correctness, and provide the mechanism for the Client and Third Parties to report and review knowledge content (§3.8). • Sustain and raise the proportion of Incidents tagged as linked to a Knowledge Article, and extend suitable articles into User-facing self-service and FAQ content. • Analyse CSAT survey results and verbatim feedback; identify satisfaction drivers and detractors and translate them into targeted improvement actions (CSL-16). • Manage the knowledge transfer process from other support groups, close identified knowledge gaps, and feed at least the contractual quota of improvement actions into the Continuous Improvement Plan (§3.8, §3.11)

Skill Requirements

SKILLS & EXPERIENCE ESSENTIAL • 4+ years in contact-centre or service desk quality assurance, or knowledge management. DESIRABLE > 60% At least twice yearly • KCS or ITIL 4 Knowledge Management practice certification. • Established call, chat and ticket audit methodology with calibration and coaching experience. • Knowledge article authoring, lifecycle governance and KCS-style practices. • Root cause analysis of quality and routing defects; reporting to management level. • Fluent professional English; documentation and knowledge base maintained in English. ROLE NOTES • Proficiency in one or more supported non-English languages for direct sampling. • Experience feeding chatbot and self-service content from knowledge sources. • Six Sigma or comparable process improvement training. Documentation and the Knowledge Database are maintained in English, while User interaction is delivered in the official local languages; quality sampling of non-English interactions is arranged through language-capable reviewers

Other Requirements