Sterling - Knowledge Management Specialist

- At Sterling, we empower businesses with seamless customer service, smarter credit management, and efficient debt recovery. With over 20 years of experience and a network of 2,000+ expert advisors, we offer multilingual, tailored outsourcing solutions designed to enhance efficiency and customer satisfaction. Whether you're an SME or a global enterprise, Sterling integrates effortlessly into your operations, helping you thrive http://www.sterling-outsourcing.com. We are based out of Powai in Mumba

Responsibilities:

Knowledge Resource Management:

- Create, update, and manage manuals, SOPs, and guidebooks.. Ensure accuracy, consistency, and user-friendliness of knowledge materials.

- Process Mapping:. Develop and update process workflows.

- Identify inefficiencies and recommend improvements

- Training Material Development: Design and revise training modules using adult learning principles.. Collaborate with trainers to validate content effectiveness

- Knowledge Base Optimization - Regularly audit and improve the knowledge base for accuracy and accessibility.. Implement structured taxonomies for better navigation

- Collaboration & Communication: Work with internal stakeholders (Operations, WFM, and Quality) and external partners

- Facilitate knowledge sharing across teams

Skills:

- Technical writing and documentation skills

- Proficiency in process mapping tools (Visio, Lucidchart).. Strong research and analysis capabilities.. Software proficiency (CMS, LMS, or knowledge management tools).

- Must have: Detail-oriented with a focus on accuracy

- Prior experience of minimum 3 years working in a BPO. Adaptable and quick to learn new technologies

- Collaborative and team-oriented.

Competencies: Exceptional written and verbal communication skills. Strong project management and problem-solving abilities.

- Critical thinking and the ability to identify process inefficiencies. Ability to collaborate effectively across departments..