This senior role is pivotal to shaping the foundation of a major transformation programme, enabling a fully AI‑enabled contact centre and back‑office operation
Job Summary
This senior role is pivotal to shaping the foundation of a major transformation programme, enabling a fully AI‑enabled contact centre and back‑office operation.
You will own the end‑to‑end KLQ ecosystem, ensuring operational knowledge is accurate, findable, AI‑ready, translated into effective learning, and validated through robust quality assurance.
As the Knowledge, Learning & Quality Lead, you will be central to shaping this transformation and enabling our people and technology to perform at their very best.
Matching Summary
This senior role is pivotal to shaping the foundation of a major transformation programme, enabling a fully AI‑enabled contact centre and back‑office operation.
Skills & Requirements
Must-have
Knowledge ecosystem ownership
AI-ready content strategy
Learning and capability framework design
Quality Assurance framework enhancement
Closed-loop improvement implementation
Stakeholder and multidisciplinary team leadership
Nice-to-have
AI enablement experience
CCaaS/CRM platform familiarity
Analytics and LMS/LXP platform experience
Public-sector or regulated environment exposure
Key Requirements
Proven leadership across Knowledge, Learning and/or Quality
Expertise in content design, taxonomy, process documentation
Strong understanding of AI-ready content
Experience leading QA frameworks
Strong capability in designing learning frameworks