Knowledge Management Specialist

Published date Posted on Indeed on Jun 28, 2022 (47 d ago)
WW is looking for candidates to help change people’s lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encourage people to move more, shift their mindset and eat healthier while enjoying the foods they love. By drawing on over five decades of experience and expertise in behavioral science, we build communities in order to deliver wellness for all.
Role Overview
The Knowledge Management & Quality Assurance Manager candidate thrives in a dynamic, fast-paced environment and has a background in leading the Quality Assurance team and maintaining Knowledge Management architecture across the organization.
The KM/QA Manager is the people leader for the Knowledge Management and Quality Assurance departments and works closely with key stakeholders to maintain consistency on a global scale and implement workstreams and processes that enhance knowledge collection, cataloging, and retrieval.
In this role, you will also support the contact center Quality Assurance departmental vision, culture, and work standards to ensure our QA program is meeting or exceeding organizational expectations through the mentorship and training of the QA Supervisor and QA Analysts.
Key Responsibilities:
  • Maintain and develop global content protocols, procedures, policies, etc., to ensure the knowledge management users can quickly find the answers to questions.
  • Oversee the Knowledge system application, which covers all administrative functions, including system configurations, user setup, and other functions required to keep the system running at an optimal level.
  • Develop content to support all North American and global frontline users. This content may come in the form of content structure, enhancements, attending project meetings, or developing new workflows.
  • Partner with KM group and/or Content SME's across the organizations to support content review, feedback, editing, and creation to ensure content remains modern, current, and relevant.
  • Conduct an inventory of current knowledge materials and optimize knowledge management processes and systems..
  • Implement tools and insights from reporting metrics to assist leadership in what to focus on to drive process improvement and continuously evolve.
  • Manage KB reports, dashboards, and metrics to provide program oversight and governance. Promote the use of this data to support frontline users and increase customer satisfaction.
  • Drive improvement of our knowledge management best practices to improve timeliness, findability, and usability.
  • Oversee and guide global markets to ensure system integrity is aligned between the markets and departments using the platform.
  • Evaluate industry trends, perform research, and provide/share guidance on best practices and innovative approaches to knowledge management.
  • Ensure that all team members understand the company's goals, objectives and recognize how their functions contribute to the achievement of these goals.
  • Coach, develop, and hold accountable the quality and content creation teams.
  • Consult with Operations Managers and Supervisors to identify and resolve roadblocks related to QA.
  • Guide the overall direction, coordination, and evaluation of all QA activities.
  • Support the interviewing, hiring, and training of KM/QA employees.
  • Conduct effective, regularly scheduled meetings to maximize communications, planning, and critical problem-solving efforts
  • Perform all other duties as assigned.
Experience Required:
  • A Bachelor’s degree in Education, Communications, or similar field is preferred.
  • Familiarity with WeightWatchers program/membership is a plus.
  • Minimum of 3-5 years experience working in Knowledge Management, preferably in a call center environment.
  • Experience in a call center Quality Assurance Supervisor role preferred.
  • Proficient with Microsoft Word, Excel, PowerPoint, and or Google Doc, Google Suite (intermediate Docs, basic Sheets)
  • Proven project management, multitasking & prioritization skills.
  • Strong verbal and written communication skills.
  • Must be able to effectively interact and partner with people at all levels within the Company.
  • Experience working with international partners across different time zones and cultures is desired.
  • Creative ability and writing proficiency including presentation of information to help drive change.
  • Ability to multitask and successfully operate in a fast-paced, team environment.
  • Must adapt well to change and successfully manage workloads or adjust priorities as needed.
At WW, it is our priority to cultivate a diverse and inclusive workplace. We are committed as individuals, as an organization, and as fellow humans, to advocate for and support our employees, our members, and our communities. We are proud to be an equal opportunity employer and we do not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability.

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