- Supporting the implementation of a new enterprise Knowledge Management System, including requirements, content modelling, migration, validation and governance.
- Drafting, reviewing and improving internal and customer-facing knowledge content.
- Translating complex policies, legislation and processes into explicit, practical and customer-friendly information.
- Establishing content standards, governance, review cycles and approval processes.
- Analysing customer interactions, complaints, quality and operational data to identify trends and root causes.
- Improving contact centre quality assurance frameworks and scorecards.
- Turning customer and operational insights into practical continuous improvement initiatives.
- Supporting the introduction of automated quality assurance and analytics technology.
- Working closely with stakeholders and system vendors to drive successful adoption and sustainable improvements.

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📌 AI Adoption Lead (Sydney)
🏢 Y-AXIS
📍 Sydney