Design, implement and track Knowledge Base Management curriculum – work with functional PIC and adhere to governance process to ensure the information/knowledge are based on Shopee standard of business/operational/technology requirement, perform analysis on KM programs for accuracy, accessibility and relevance.
Support Regional system optimization related initiatives/projects i.e Migration KB from google sites to Inhouse system.
SOP Assistant Management in Inhouse System
Work with cross-functional teams to review and revise existing SOPs to improve efficiency and effectiveness.
Draw end to end SOP Flow for each reason code and include required system, manual and action nodes in diagram.io.
Set up SOP Assistant in Task Flow Editor according to the pre-drawn SOP Flow or in Google Site.
Work on SOP Assistant improvement based on user's feedback (users are CS Call Chat & Email agents).
Identify system nodes required in any SOP Flow to enhance SOP Assistant by having it automates information retrieval from relevant portals.
Raise system nodes creation request to devs team for future usage in SOP Flow.
Work with BO to update respective SOP Flow based on most recent update and make set up adjustment in TFE or Google Site.
Setup and review macros (Task Draft, Task Email Draft, Email Draft, Chat Quick Text and Internal Note) in IHS for SOP Assistant usage.
Help Center Articles and Seller Center Articles Management
To review and manage both platform articles are clear and concise information to address common questions, issues, and concerns that users might encounter.
Review user feedback and enhance the articles to improve user experience as part of the deflection strategy.
Drive continuous improvement program, Identify and implement improvement opportunities to alleviate quality, efficiencies and approach to the KM framework.
Drive adoption of the KM/SOPA and continually review user feedback and system performance for improvement.
Monitor, report and analyze both Bugs and user satisfaction results across platforms.
Provide management level reporting.
Requirements
Minimum 1-5 years of work experience in a similar role with a successful implementation KM track record, preferably in a fast pace multinational setting.
Strong knowledge or implementation experiences in KM, Information management including document management, taxonomy, metadata management, portal content management system and search technology.
Strong communication skills in English (verbal and written).
QA/SOP/project management experience is an added advantage.
Strong analytical skills (such as A/B testing) is preferred.
Establish a coherent course of action to achieve goals and communicate the corresponding plans and results clearly.
Equipped with good people-oriented engagement, planning and coordination, facilitating and training, monitoring and reporting and driving continuous improvement.
Good team player with positive attitude and strong sense of integrity and responsibility.
