Torchora
Back to Home

knowledge quality analyst

title: 'Knowledge Quality Analyst: Drive Excellence in Information and AI'
salary: $65,000 - $95,000
categories: [Data & Analytics, Knowledge Management, Content Strategy, Quality Assurance, AI Operations]
description: A comprehensive overview of the key responsibilities, required technical skills and professional background for the role of a 'Knowledge Quality Analyst: Drive Excellence in Information and AI'.

🎯 Role Definition

Are you passionate about the power of high-quality information? Do you thrive on transforming raw data into actionable insights? This role requires a highly motivated and detail-oriented Knowledge Quality Analyst to join our dynamic team. In this critical role, you will be the guardian of our knowledge base, ensuring that the information we provide to our customers and internal teams is accurate, accessible, and effective. You will play a pivotal part in a data-driven content lifecycle, from auditing and analysis to process improvement and strategy. Your work will not only enhance our customer support experience but also be instrumental in training and refining our next-generation AI and machine learning models. If you're a problem-solver who loves to blend content, data, and technology, we want to hear from you.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Technical Support Specialist (Tier 2/3)
  • Content Writer / Technical Writer
  • Junior Data Analyst or Business Analyst
  • Quality Assurance (QA) Tester

Advancement To:

  • Senior Knowledge Quality Analyst
  • Knowledge Management Lead / Manager
  • Content Strategist
  • Data Scientist (Knowledge/NLP Focus)

Lateral Moves:

  • Business Analyst
  • Product Analyst
  • Technical Program Manager

Core Responsibilities

Primary Functions

  • Conduct regular, comprehensive audits of our global knowledge base to identify and remediate inaccuracies, outdated information, and content gaps, ensuring strict adherence to quality standards and style guides.
  • Systematically analyze user search queries, content engagement metrics, and customer support ticket data to uncover trends, diagnose content ineffectiveness, and pinpoint opportunities for improvement.
  • Develop, maintain, and execute a robust content quality assurance (QA) framework, including checklists, scoring rubrics, and review cycles for all new and updated knowledge articles.
  • Design, build, and manage insightful dashboards and reports using tools like Tableau or Power BI to track key performance indicators (KPIs) such as content health, user satisfaction, ticket deflection, and search success rates.
  • Collaborate closely with AI/ML engineering teams to evaluate and enhance the performance of knowledge-powered chatbots and search algorithms by providing high-quality, curated datasets and performing quality assurance on model responses.
  • Champion content best practices and provide data-backed recommendations to content creators, subject matter experts (SMEs), and product teams to improve the overall quality and findability of information.
  • Manage and analyze user feedback from various channels (article ratings, comments, surveys) to generate a prioritized backlog of content updates and improvements.
  • Perform deep-dive root cause analysis on knowledge failures, tracing issues from customer complaint to content source, and recommend preventative measures and process improvements.
  • Evaluate the information architecture and taxonomy of the knowledge base, proposing and implementing changes to improve navigation, organization, and search engine optimization (SEO).
  • Monitor and measure the impact of content changes and projects, presenting findings and demonstrating a clear return on investment (ROI) to stakeholders.
    tribunals to ensure content meets local regulatory and linguistic needs.
  • Define and document the content lifecycle management process, including standards for content creation, review, archival, and deletion, to ensure a consistently healthy knowledge ecosystem.
  • Act as a subject matter expert on our Knowledge Management System (KMS), providing support and training to users and identifying opportunities for feature enhancements.
  • Translate complex technical information and processes into clear, concise, and easily digestible content for a diverse audience.
  • Investigate and resolve content-related escalations from customer support agents and other internal teams, providing timely and accurate solutions.
  • Curate and prepare datasets for fine-tuning Large Language Models (LLMs), ensuring the data is clean, relevant, and aligned with our brand's voice and tone.
  • Perform A/B testing on content titles, formats, and structures to optimize for user engagement and comprehension.
  • Partner with localization teams to ensure the quality and cultural appropriateness of translated content across all supported languages.
  • Develop and lead training sessions for content contributors, focusing on quality standards, content strategy, and effective use of knowledge management tools.
  • Drive the continuous improvement of our content quality program by researching industry trends, new tools, and innovative methodologies in knowledge management and data analysis.
  • Analyze the performance of internal knowledge articles to identify opportunities to improve employee training, onboarding, and operational efficiency.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis from cross-functional teams.
  • Contribute to the organization's broader data governance and data quality initiatives.
  • Collaborate with business units to translate their information and data needs into concrete technical and content requirements.
  • Participate in sprint planning, retrospectives, and other agile ceremonies within the knowledge and data teams.

Required Skills & Competencies

Hard Skills (Technical)

  • Data Analysis & SQL: Strong proficiency in writing SQL queries to extract and manipulate data for analysis.
  • Knowledge Management Systems (KMS): Hands-on experience with enterprise KMS platforms such as Zendesk Guide, Salesforce Knowledge, Confluence, or ServiceNow.
  • Data Visualization: Expertise in creating dashboards and reports using tools like Tableau, Power BI, Looker, or Google Data Studio.
  • Web & Content Analytics: Familiarity with tools like Google Analytics to track content performance, user behavior, and search trends.
  • Spreadsheet Proficiency: Advanced skills in Microsoft Excel or Google Sheets, including pivot tables, advanced formulas, and data modeling.
  • Understanding of AI/ML Concepts: Foundational knowledge of how AI, machine learning, and especially Large Language Models (LLMs) are trained and evaluated.
  • Information Architecture: Solid understanding of taxonomy, metadata, and content organization principles.

Soft Skills

  • Exceptional Attention to Detail: A meticulous and precise approach to reviewing content and data is absolutely essential.
  • Analytical & Problem-Solving Mindset: The ability to dissect complex problems, interpret data, and propose logical, data-driven solutions.
  • Superior Written & Verbal Communication: Ability to communicate complex findings and recommendations clearly and concisely to both technical and non-technical audiences.
  • Cross-Functional Collaboration: Proven ability to work effectively with diverse teams, including engineers, content writers, product managers, and support agents.
  • Proactive & Independent: A self-starter who can manage multiple projects simultaneously, prioritize tasks, and work with minimal supervision.
  • Inherent Curiosity: A strong desire to ask "why," explore data, and continuously learn new tools and techniques.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor’s Degree or equivalent practical experience.

Preferred Education:

  • Master’s Degree in a relevant field.

Relevant Fields of Study:

  • Information Science, Library Science
  • Data Science, Statistics, Computer Science
  • Communications, Linguistics, Technical Writing
  • Business Analytics

Experience Requirements

Typical Experience Range:

  • 2-5 years of experience in knowledge management, content analysis, data analysis, or a related quality assurance role.

Preferred:

  • Direct experience evaluating and improving content for AI chatbots or search algorithms.
  • Experience working in a fast-paced, agile, technology-driven environment.
  • Proven track record of improving key business metrics (e.g., ticket deflection, customer satisfaction) through content quality initiatives.
Explore More Careers