Job Description

At Percepta, the Global Knowledge Base Content Specialist III is responsible for the training and certification of all content specialists, whether dedicated or shared (also including Instructional Designers). The Global Knowledge Base Content Specialist III will coach and mentor all intradepartmental personnel in their daily roles, responsibilities, and professional development as it pertains to Global Knowledge Base content development and maintenance to support the client’s social knowledge strategy. The position requires organizational developmental skills to coach a large team to develop, deliver, and evaluate complex and flexible knowledge content by line of business. Additional responsibilities include:

  • Driving improvement initiatives in Customer Satisfaction.
  • Timely, concise responses and resolution of customer escalations to all clients
  • Analysis of metrics and development of plans for those not meeting required targets.
  • Development of action p...

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