The incumbent will be responsible for end‑user service quality and knowledge excellence by implementing Quality Assurance frameworks, governing Knowledge Centric Services (KCS) aligned knowledge and engineering support processes that reduce friction and improve digital employee experience and cost to serve.
Responsibilities A. Quality Assurance (QA) - Develop QA program, sampling, and calibration; perform audits and publish dashboards; coach to improve behaviors and outcomes.
- Establish a defect taxonomy and root‑cause library; drive CAPA and verify effectiveness.
- Govern content lifecycle, metadata/taxonomy and findability; manage templates and style guide.
- Run author enablement/training and peer review; track reuse/deflection and knowledge impact on FCR/FTF.
C. Process Management & CI - Map and standardize SOPs for onboarding/offboarding, refresh, VIP, and loaners; define controls and measurement p...