specialist - knowledge Management- quality & analyticsRefinitiv

SPECIALIST - KNOWLEDGE MANAGEMENT- QUALITY & ANALYTICS
Knowledge Management is part of the Performance Excellence team in Customer Operations. Our shared goal in Performance Excellence is to drive a culture of quality, consistency, continuous improvement to enable exceptional performance and a first-class customer experience.
As a Specialist - Knowledge Management (Quality & Analytics), your main goal is to ensure a dynamic and well-maintained knowledge base/reusable answers through robust writing guidelines, editorial review, and database quality. In your role, you are also tasked to provide analysis and insights to our stakeholders to improve self-help experience, identify knowledge gaps, and possible product enhancements based on relevant knowledge base usage.
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Key responsibilities:
Partnership with Performance Excellence reporting team in the design and creation of standard KM usage and quality reports
Work closely with the Database Quality team in improving the automated quality check for reusable answers and FAQs to spot writing errors
Creation of comprehensive writing guidelines based on technical writing best practices
Build quality monitoring process to ensure knowledge base is maintained & reviewed regularly
Lead quality calibration among editorial specialists to ensure consistency and adherence to the writing guidelines
Understanding the reusable answer potential of each functional group and identify relevant usage targets
Design and creation of reports and analytics that are essential in identifying trending customer issues, knowledge gaps, and opportunities to improve customer experience
Developing insightful actions from data derived from knowledge base usage in Resolution Search, My Refinitiv, TRUST, and other external platforms where knowledge is presented.
Identify top issues which are potential for re-use among the closed cases
Partnership with the editorial specialist in building insightful KM dashboards and reports that are essential for their support of each product family.
Stay informed of the industry best practices and applications, and influence decisions to improve our processes/ capabilities.
Skills required:
Experience in knowledge database management
Expert level in technical writing and editorial skills
Reporting and Analytics expert experience
Expert level in MS Excel
Working experience on Tableau, VBA , Blackwell, and other data analytics & visualization tools
Excellent communication skills - written and verbal.
Ability/flexibility to work with different stakeholders across the globe to drive required outcomes
Knowledge of enterprise solutions such as Salesforce/working knowledge of Cloud technology/machine learning/AI is a plus
Self-motivated, resourceful, dynamic (able to respond to changing priorities), and able to work with minimal supervision (commitment to deliver to agreed timescales)
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise - and our purpose. You'll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth.
LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives.
We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
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Refinitiv

Taguig City, Metro Manila
Permanent
Full-time