Knowledge Analyst

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Developing, revising, and managing task-oriented operational knowledge, including articles, workflows, decision trees, and exception guidance.

• Implementing clear taxonomy, tagging, and metadata to enhance search efficacy and ensure content is optimized for AI integration.

• Utilizing analytics, quality assurance insights, and frontline feedback to foster ongoing content enhancements.

• Organizing and preparing content for AI utilization, including RAG-ready formats, compliant guidelines, and source citations.

• Partnering with subject matter experts, Operations, Learning, QA, Transformation, and Technology teams to guarantee knowledge accuracy and consistency.

• Assisting with new processes, technology implementations, and transformation projects by providing timely and governed knowledge updates.

⛳️ Requirements

• Proven experience in knowledge management, content design, technical writing, or process documentation.

• Familiarity with contact center or back-office operations, particularly in training development, quality assurance, or junior business analysis roles.

• Exceptional ability in plain English writing and simplifying complex operational processes.

• Knowledge of taxonomy, metadata, tagging, and search optimization techniques.

• Capacity to analyze QA data, analytics, and customer insights to enhance content quality.

• Strong collaborative abilities with Operations, QA, Learning, and Technology teams.

• Adaptable to a dynamic environment with stakeholders who may be experiencing change or showing resistance; resilience and effective stakeholder engagement are essential.

🏝️ Benefits

• 23 days of annual leave (increasing to 27) with the option to purchase additional time off.

• The chance to take a paid day off for volunteering with our charity partners or a cause of your choice.

• Automatic enrollment in our company pension plan, life insurance, a cycle-to-work scheme, 15 weeks of fully paid maternity, adoption, and shared parental leave, two weeks of paternity pay, and much more.

• Optional benefits tailored to your lifestyle, including discounts on retail, social activities, health & wellbeing, travel, and technology.

• Access to our Employee Network Groups, representing various diversity strands and allowing colleagues to connect and learn from one another in an inclusive environment.

• Opportunities to pursue your preferred career path within Capita, joining a network of experienced, innovative, and dedicated professionals across various disciplines and sectors. Numerous opportunities are available to acquire new skills and advance in your career, with the necessary support provided.