Knowledge Management Analyst Contact Center

About us

KnitWell Group a specialty retail operating company comprises some of the most iconic brands in America Ann Taylor Chicos Haven Well Within Lane Bryant LOFT Soma Talbots White House Black Market. Individually our brands are unique and strong. Together we are powerful.

Our common thread is our commitment to create exceptional products provide memorable experiences and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.

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 companys 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

AI Integration & Experience Optimization

Youll bring to the role

Benefits

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.

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Location :

Ascena Corp ETNA-ascena-Pataskala OH 43062

Position Type : Regular / Full time

Equal Employment Opportunity

The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidates qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy) race color national origin religion age disability genetic information military status sexual orientation gender identity or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process please contact The Company will make reasonable accommodations for otherwise qualified applicants or employees unless such accommodations would impose an undue hardship on the operations of the Companys Company will not revoke or alter a job offer based on an applicants request for reasonable accommodation.

Required Experience :

IC

Key Skills

Internal Audit,Accomodation,Facilities Management,Jpa,Government,Architecture

Employment Type : Full-Time

Experience : years

Vacancy : 1