The key responsibility of the Knowledge Management Coordinator is to ensure our employees are kept up to date with all upcoming product and system changes. You will be a champion of the usage of your tools, promoting your knowledge platform to agents whenever possible.
Meet with local stakeholders to obtain all information required for updates & local training initiatives and pass it on to operations & L&D Team, including requesting Canned Responses. […]
Utilise Insights and Analytics to report on the usage of Knowledge Base articles & fill any knowledge gaps.
Owner of quizzes sent via our learning/gamification...