Job Description
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Play a key role in an enterprise-wide Knowledge Management System implementation
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Use customer, complaints & QA insights to drive meaningful service improvements
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High-impact specialist role across knowledge, technology & customer operations
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The Company
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Our client is a well-established organisation delivering essential services to customers across Queensland. With a strong focus on customer experience, digital transformation and continuous improvement, the business is investing in how knowledge is created, managed and shared across the organisation.
n As part of this evolution, they are implementing a current enterprise Knowledge Management System and further developing their contact centre quality and improvement capability.
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The Appointment
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Reporting to the Manager Customer Enablement, the Knowledge & Improvement Coordinator will play an important role in improving the quality, consistency and accessibility of information across the organisation.
n This is not a traditional administration or coordination role. You will operate as a hands-on specialist, working independently and partnering with stakeholders across Customer Operations, frontline leadership, Learning & Development and technology teams.
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Key responsibilities will include:
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Supporting the implementation of a recent enterprise Knowledge Management System, including requirements, content modelling, migration, validation and governance.
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Drafting, reviewing and improving internal and customer-facing knowledge content.
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Translating complex policies, legislation and processes into clear, practical and customer-friendly information.
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Establishing content standards, governance, review cycles and approval processes.
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Analysing customer interactions, complaints, quality and operational data to identify trends and root causes.
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Improving contact centre quality assurance frameworks and scorecards.
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Turning customer and operational insights into practical continuous improvement initiatives.
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Supporting the introduction of automated quality assurance and analytics technology.
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Working closely with stakeholders and system vendors to drive successful adoption and sustainable improvements.
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The Appointee
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You will be an analytical and improvement-focused professional who is comfortable working across people, process, content, data and technology.
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Experience in Knowledge Management, Continuous Improvement, Contact Centre Quality, Customer Experience, Business Improvement or Business Analysis.
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Demonstrated experience creating, structuring and governing complex knowledge or content.
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Experience translating complex policy, process or regulatory information into clear and usable guidance.
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Exposure to an enterprise system implementation or migration, ideally involving knowledge or customer platforms.
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Strong analytical capability with experience identifying trends, gaps and root causes from customer or operational data.
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Excellent stakeholder engagement skills and the confidence to influence across different levels of an organisation.
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Strong attention to detail and the ability to manage multiple initiatives independently.
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Experience with Knowledge Management Systems, contact centre QA, speech analytics or platforms such as Confluence, Zendesk or Amazon Connect will be highly regarded.
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What's In It For You?
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Brisbane-based opportunity
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Senior specialist role with no direct people management
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Opportunity to influence an enterprise-wide knowledge transformation
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Work across knowledge management, customer experience, technology and continuous improvement
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Highly visible role with exposure to senior and operational stakeholders
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Opportunity to help shape new systems, frameworks and ways of working
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Join an organisation investing in customer experience and digital improvement
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📌 Knowledge And Improvment Coordinator (Queensland)
🏢 You Are Not Your Job! How to Achieve Work/Life Balance
📍 Queensland