Position Overview:

Knowledge Management Analyst – CCSS (Contact Center Shared Services)

About the role

The Knowledge Management (KM) Analyst is responsible for the health, accuracy, and strategic performance of the company's knowledge base used by both internal contact center agents and external customers. This role ensures content adherence to quality standards, governs the feedback and publishing workflow, and acts as the liaison for integrating knowledge assets into customer-facing AI solutions to optimize both the agent and customer experience.

The impact you can have

Knowledge Health & Quality Assurance

• Monitor and Analyze KB Performance: Routinely track and report on key knowledge metrics, including usage rates, search success, content findability, and article deflection rates.
• Ensure Content Accuracy: Implement a proactive auditing schedule and content decay process to ensure all articles, policies, and procedures are current, compliant, and accurate.
• Identify Content Gaps: Analyze agent and customer search data, feedback submissions, and support ticket trends to identify critical missing or inadequate knowledge content.

Governance & Workflow Management

• Enforce Content Standards: Own and maintain the KM Style Guide and quality standards, ensuring all new and updated content adheres to tone, formatting, and clarity requirements.
• Manage Feedback Loop: Govern the workflow for submitting, reviewing, and acting on agent and customer feedback, ensuring quick resolution and improved content quality.
• Optimize Publishing Workflow: Manage the content lifecycle (drafting, review, approval, publishing, and archival), ensuring efficiency and speed to market for critical updates.

AI Integration & Experience Optimization

• Support AI Solutions: Act as the KM Subject Matter Expert (SME) for all AI and automation initiatives (e.g., chatbots, virtual agents, self-service portals) that rely on the knowledge base.
• Maintain AI Readiness: Ensure KB content is optimized for machine consumption, including proper tagging, classification, and metadata to maximize the effectiveness of AI deflection.
• Analyze Experience: Monitor the agent and customer experience within the KM tools and AI channels, providing actionable insights to enhance usability and reduce friction.

You’ll bring to the role

• Experience: 2+ years of experience in a Knowledge Management, Content Strategy, or Quality Assurance role, preferably within a retail or large contact center environment.
• Technical Skills: Proficiency with Knowledge Management Systems (KMS) platforms (e.g., NiCE mPower).
• Analytical Skills: Proven ability to use data (search logs, usage reports, C-Sat/FCR metrics) to drive content strategy and decision-making.
• Communication: Excellent written and verbal communication skills with a demonstrated ability to translate complex technical information into clear, easy-to-understand content.
• Direct experience working with AI-powered customer service tools (chatbots, virtual assistants).
• Familiarity with information architecture principles and taxonomies.
• Certification in a relevant methodology (e.g., KCS - Knowledge-Centered Service).
• Experience supporting both internal employees and external customers via a single knowledge source.

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.  
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.*  
• Medical, dental, vision insurance & 401(K).* 
• Employee Assistance Program (EAP).
• Time off – paid time off & holidays.*

*Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.

This position can be based at either our Knoxville, TN; Etna, OH or Ft Myers, FL location and works in a hybrid model, with required days worked in the office defined by business needs.

Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position.

Position Type: