Job Title: QA and Knowledge Management AdministratorJob Summary: Our company is seeking a highly organized and detail-oriented individual to fill the role of QA and Knowledge Management Administrator. The successful candidate will be responsible for overseeing the quality assurance program and managing the knowledge management system. This combined role requires a candidate who is experienced in quality assurance processes and has a strong understanding of knowledge management principles.Responsibilities:? Develop and implement quality assurance policies and procedures.? Conduct regular audits of customer service interactions to ensure compliance with quality standards.? Provide coaching and feedback to contact center agents to improve their performance.? Analyze data to identify trends and areas for improvement.? Manage the knowledge management system to ensure that it is up-to-date and accurate.? Create and maintain knowledge base articles, FAQs, and other documentation.? Ensure that the knowledge management system is organized and easy to navigate.? Provide training to contact center agents on how to use the knowledge management system effectively.? Collaborate with the IT team to ensure that the knowledge management system is integrated with other systems.? Monitor the performance of the knowledge management system and identify areas for improvement.? Develop and maintain documentation related to quality assurance and knowledge management processes.Requirements:? Bachelor's degree in a related field.? Minimum of 3 years of experience in quality assurance and/or knowledge management.? Strong understanding of quality assurance processes and principles.? Experience with quality assurance software such as NICE, Verint, or Calabrio.? Experience with knowledge management software such as Confluence, SharePoint, or Salesforce.? Strong organizational and time management skills.? Excellent attention to detail.? Strong analytical, problem-solving, and communication skills.? Ability to work independently and as part of a team.This role can work from home. 职能类别：售前技术支持经理/主管