Knowledge Management Specialist

At Freedom , we’re proud to be leaders in a movement that brings affordable wireless services to Canadians – we’re always on the lookout for go-getters that are committed to disrupt the status quo. 

Does that sound like you? We’d love to meet you.

Job Description

As a Knowledge Management Specialist, you will play a pivotal role in enhancing the efficiency and effectiveness of our customer support teams. Your primary responsibility will be to ensure that our frontline teams have access to the most relevant, accurate, and up-to-date information, enabling them to provide exceptional service to our customers.

The ideal candidate will have experience in developing and maintaining a comprehensive KB, creating high-quality content and driving knowledge-sharing initiatives. The role is designed to empower our Customer Care teams with the resources they need to excel while improving customer satisfaction and streamlining our support operations. 

A Typical Day 

The day-to-day tasks of the Knowledge Management Specialist include the following:

• Develop, maintain and update the Customer Care KB, ensuring all information is accurate, up-to-date and easily accessible; 
• Create high-quality content including SOPs, FAQs, how-to guides and other reference materials, tailored to support our frontline Customer Care teams; 
• Monitor and analyze the effectiveness of the KB and other initiatives providing regular updates and recommendations for improvement; 
• Identify and implement processes to enhance knowledge sharing and utilization within the Customer Care team; 
• Ensure all KM processes are well documented and communicated to relevant stakeholders; 
• Work closely with cross-functional teams to gather information and ensure the KB reflects the latest product/service updates and relevant policies; 
• Collect and analyze customer feedback to identify knowledge gaps and improve the quality of content available to both customers and support teams; 
• Present project plans, deliverables and other initiatives to senior leaders. 

Qualifications

• 5+ years’ experience in a contact center environment, preferably within telecommunications. 
• Strong knowledge of contact center processes, technology, and best practices. 
• Excellent communication skills with a passion for creative writing. 
• Ability to communicate effectively with both technical and non-technical individuals. 
• Strong relationship building and collaboration skills.
• Creative, self-motivated individual who enjoys problem solving. 
• High-level proficiency with Microsoft Office tools (Outlook, Word, PowerPoint). 
• Graphic design or programming skills would be an asset. 
• University or college degree preferred. 

Additional Information

• Take advantage of a customizable health & dental benefits program and opportunities for company-matched pension (according to position).
• Promote your health with the wellness program, which focuses on physical, psychological, financial, and social health. 
• Benefit from the Employee Assistance Program for you and your family, including Virtual Healthcare. 
• Participate in projects that make an impact and take on challenges that will allow you to surpass yourself. 
• Develop your full potential and imagine what you can become within Quebecor’s family through our various career opportunities. 

Check out our Activity Report for an overview of the projects to which you could contribute !

We value your uniqueness !

We are committed to creating and maintaining an accessible, equitable and inclusive workplace that reflects the diversity of the community to which we belong. We strive to provide a work environment where each individual is valued and respected for who they are and can realize their full potential. We're eager to discover all the qualities that make you unique!

We are happy to make accommodations to promote accessibility upon request. If you need an accommodation at any stage of the process, please don't hesitate to let us know when you first contact us.