Specialist, Knowledge Management

Ooredoo is a leading global telecommunications company operating in 17 countries across the Middle East, North Africa (MENA), and Asia. Serving over 68 million customers and employing around 1,000 talented individuals in Kuwait, Ooredoo is committed to delivering world-class communication services and achieving its vision of being among the top 20 telecommunications companies globally by 2020. As a dynamic and competitive player in the industry, Ooredoo values its dedicated team as the key to its ongoing success.

Role Overview: The Knowledge Management Specialist is responsible for performing a variety of knowledge management activities, including creating and maintaining scripts for customer interaction, administering the knowledge base, and improving knowledge articles. This role supports exemplary customer service by ensuring that customer care staff have access to accurate and up-to-date information. The position involves translating documents, updating policies, and developing training materials tailored to different learning styles.

Key Accountabilities and Activities:

• Content Creation and Management:

  • Write and distribute contact center scripts for active campaigns, promotions, surveys, and information projects.

  • Compile and update reports on customer care standards.

  • Translate policies, training materials, and other documents between English and Arabic.

  • Update the Customer Policies and Procedure Handbook as needed.

  • Translate BPMD procedures into scripts for customer care staff.

• Knowledge Delivery and Maintenance:

  • Perform learning style assessments and recommend suitable learning methods.

  • Deliver knowledge through briefings, e-learning, and training sessions.

  • Maintain and administer the customer care knowledge base.

  • Capture, structure, and improve knowledge articles.

• Performance and Recognition:

  • Maintain the customer care recognition program to track and reward call center staff performance.

  • Design and develop regular performance reports on staff.

  • Create and distribute customer care documents according to departmental standards.

  • Code, index, and archive customer care documents regularly.

• Training and Development:

  • Assist the team leader in conducting briefings for call center staff on promotions or scripts.

  • Manage the e-learning platform, including content authoring, lesson management, tracking, and distribution.

  • Conduct periodic customer interaction analytics and provide coaching for customer care executives.

• Self-Improvement:

  • Stay informed of developments, knowledge, and innovations in the field of expertise.

  • Perform other duties as directed by supervisors or other superiors.

Qualifications:

• Bachelor’s Degree in Business or a related discipline.

• 2-3 years of relevant experience.

• Fluent in verbal and written communication in both Arabic and English.

• Strong personal communication skills.

• KCS Fundamentals certification is an advantage.

• Proficiency in MS Office Suite.

• At least 3 years of experience in developing contact center scripts and call guides.

• Proficiency in using content authoring tools like Verint/Avaya E-learning content producer.

• Strong computer literacy.

• Experience with Dreamweaver or other desktop publishing software is an added advantage.

• Working knowledge of the KCS Framework.

• Knowledge of telecom products and services.

Other Information: This role is crucial for enhancing customer service quality and ensuring the efficient dissemination of knowledge within Ooredoo’s customer care division. The ideal candidate will have a strong background in knowledge management, excellent bilingual communication skills, and the ability to adapt to the evolving needs of a dynamic telecommunications environment.