Description
As a CX Knowledge Quality & Performance Specialist, you will serve as the key quality gatekeeper for both new and existing knowledge base content. You will ensure each article is accurate, consistent, user-focused, and optimized for maximum impact.
Content Quality Assurance: Conduct in-depth reviews of new and existing knowledge base articles to ensure clarity, accuracy, and alignment with brand tone and guidelines. Establish editorial standards and checklists, apply them for content review, proactively identifying inconsistencies or outdated information. Partner with Product Managers, CX Product Deployment team, subject matter experts, and support agents to obtain missing details or clarifications. Perform scheduled and ad-hoc audits of key content areas, reporting on quality trends and improvement opportunities.
Content Performance Enhancement: Collaborate with the analytics team to interpret data on article usage, feedback, and contact deflection. Use findings to recommend and implement improvements to article structure, length, language, and discoverability. Support ongoing SEO efforts by ensuring proper use of keywords, metadata, and linking strategies within content. Assess article performance post-optimization, tracking improvements in customer engagement, search visibility, and issue resolution rates.
Knowledge Governance & Continuous Improvement: Maintain and improve content lifecycle governance processes,archival, updates, version control, and stakeholder notifications. Help enforce workflows for content creation, review, publication, and retirement, ensuring compliance with internal standards. Collect and analyze feedback from customers and internal teams; use those insights to directly enhance content quality and performance. Promote best practices and serve as a champion for quality standards within the broader CX Knowledge team.
Cross-Functional & Change Management Support: Work closely with Support, Product, and IT teams to ensure content accurately reflects latest product features, policies, and customer pain points. Assist in managing communications for major content updates, migrations, or knowledge base changes. Participate in projects to streamline customer journeys and optimize knowledge base structure and navigation.
Tool & Process Optimization: Utilize content management and analytics tools (e.g., Zendesk Guide, Google Analytics) to manage, measure, and improve content processes. Stay updated on platform developments and recommend enhancements to editorial or analytical workflows.