Content Editor

Key Responsibilities:

1. Content Review Quality Assurance

• Edit and proofread Agent Assist articles, ensuring they are clear, structured, and grammatically sound.
• Maintain consistency in tone, terminology, and format across all knowledge base content.
• Ensure content is easy to understand, actionable, and aligned with agent workflows.
• Verify accuracy, completeness, and adherence to process guidelines.

2. Feedback Content Improvement

• Provide detailed feedback to content writers on structure, readability, and effectiveness.
• Suggest improvements to enhance content engagement and usability for support agents.
• Conduct collaborative editing sessions to refine writing quality and optimize flow.
• Work with subject matter experts (SMEs) to ensure technical accuracy.

3. Style Guide Content Standardization

• Enforce adherence to the company s content style guide and best practices.
• Develop and update writing guidelines and templates to maintain consistency.
• Ensure that all articles are searchable and optimized for quick reference.

4. Collaboration Process Enhancement

• Partner with content writers, trainers, and operations teams to align content with agent needs.
• Participate in calibration sessions to maintain uniformity in knowledge documentation.
• Monitor and suggest improvements to content creation workflows.
• Stay updated on best practices in content writing, knowledge management, and technical documentation.