Associate Knowledge Management Specialist -Quality

Job Description

Ensures efficient organizational performance by assisting in gathering, sharing and storing information. Assists in the analysis of business processes and gathering of information across an organization to determine the most effective platforms for sharing and storing knowledge. Provides support in the collection and integration of information, data, and content from departments and functions within the organization. Helps record and digitize information and ensure that it is stored safely and is secured through encryption or an antivirus. Assists in producing reports and business intelligence for improving processes, products, or services. Helps in the provision of education and training to end users on front end knowledge management system and reports. Assists in providing content updates on knowledge management portals or sites.

This Associate KM specialist will be part of a sub group within the TMSC focused on Solution Enablement and in particular quality assurance/quality improvement

Job Responsibility

• Work assignments are straightforward and of moderate complexity
• With direct guidance, responsible for working on basic assignments
• Follows standard policies, techniques and practices
• Exercises judgement within defined procedures and practices to determine appropriate action. Delivers information and collaborates on problems/issues within defined parameters
• Understands professional concepts/standards of own work area, regulations, strategies and operating standards
• Makes decisions regarding own work, approach, and priorities
• Decisions are made within documented parameters and instruction around professional guidelines and compliance requirements
• Seeks new assignments to learn and develop
• Regularly contributes useful ideas for own work area/team within defined parameters
• Follows direction. Work is closely managed and often guided by precedent and/or documented procedures/regulations/professional standards with some interpretation
• Typically receives detailed instructions on work, approach and priorities
• Work approach may be reviewed by more senior team members, lead and/or management
• Majority of contact is within own function or area and may be customer service oriented
• Ensures efficient organizational performance by assisting in gathering, sharing, and storing information.
• Assists in the analysis of business processes and gathering of information across an organization to determine the most effective platforms for sharing and storing knowledge.
• Provides support in the collection and integration of information, data, and content from departments and functions within the organization.
• Helps record and digitize information and ensure that it is stored safely and is secured through encryption or an antivirus.
• Assists in producing reports and business intelligence for improving processes, products, or services.
• Helps in the provision of education and training to end users on front end knowledge management system and reports.
• Assists in providing content updates on knowledge management portals or sites.

Preferred Skills:

• Review calls/cases to identify errors, inconsistencies, and gaps
• Track and categorize quality defects and trends
• Keep knowledge content accurate, clear, and up to date
• Flag confusing or conflicting guidance and escalate for correction
• Support root cause analysis for repeat issues
• Update knowledge articles, job aids, and decision trees
• Ensure answers are standardized across the team
• Monitor knowledge usage and adoption
• Partner with Training and WFM to support improvements tied to trends

• Document findings clearly so issues can be fixed at the system level

   

   

   

  Initial Deliverables (First 60–90 Days)

1. QA Foundation

• Baseline QA review process (sampling approach, tracking method)
• Initial defect categories (e.g., knowledge gap, process error, misinterpretation)

1. Quality Baseline

• First quality trends report (top 3–5 issues driving errors)
• Identification of high-risk or high-volume topics

1. Knowledge Cleanup

• Audit of top knowledge articles for accuracy and clarity
• Initial updates to highest-impact content

1. Defect Tracking

• Simple defect log with trends and examples
• Clear linkage between defects → knowledge gaps

1. Early Improvements

• 2–3 quick-win fixes (knowledge updates or clarifications)
• Documented before/after impact where possible

1. Operating Rhythm Contribution

• Inputs into bi-weekly Quality & Knowledge Review
• Regular updates to supervisors on top issues and themes

Job Qualification

•Bachelor’s Degree or equivalent combination of education and related experience
•0-1 years experience, required
 

*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).

Salary : $66,300 - $75,012