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Quality Analyst – Knowledge Management and Curation
Dental Speed GraphQuality Analyst curating knowledge bases and commercial content for Henry Schein, a healthcare and dental products provider in Brazil. Improving documentation, chatbot responses, and knowledge governance across business teams.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in knowledge management, content curation, and organization, with a focus on improving customer and employee experiences through effective knowledge base management and data analysis.
Highest-signal resume keywords
Knowledge ManagementContent CurationData AnalysisCustomer Service PlatformsGenerative Artificial Intelligence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Content StructuringKnowledge Base ManagementProcess DocumentationFAQ DevelopmentWiki Management
Soft Skills
CollaborationCommunicationProblem-Solving
Tools & Technologies
Knowledge Management ToolsChatbotsVirtual Assistants
Industry Keywords
Content GovernanceVersion ControlContinuous ImprovementCustomer InteractionsMetrics Analysis
About the role
Key responsibilities & impact- Perform curation, review, organization, and updating of the commercial knowledge base, ensuring clarity, standardization, consistency, and reliability of information
- Structure and maintain content such as wikis, FAQs, guidelines, workflows, playbooks, and support materials, transforming business rules and information into concise, easy-to-use knowledge
- Participate in knowledge governance, overseeing content creation, validation, publication, updates, version control, and decommissioning
- Identify knowledge gaps based on recurring questions, monitoring sessions, customer interactions, complaints, metrics, and interactions performed by people or AI solutions, proposing improvements to the knowledge base
- Support the evaluation and improvement of responses provided by chatbots and virtual assistants, verifying adherence to commercial rules, clarity, completeness, and quality of the information provided
- Analyze data and metrics related to knowledge base usage, identifying most-used content, zero-result searches, outdated information, improvement opportunities, and the need for new content
- Work collaboratively with Quality, Training, Process Improvement, Commercial, Customer Service, and other information owners to contribute to the continuous improvement of employee and customer experience
Requirements
What you’ll need- Currently pursuing a bachelor's degree
- Experience with knowledge management, curation, organization, and structuring of content, including knowledge bases, FAQs, wikis, playbooks, and process documentation
- Familiarity with customer service platforms, Knowledge Management tools, chatbots, virtual assistants, and Generative Artificial Intelligence is a plus, including experience evaluating and improving AI-generated content and responses
Benefits
Comp & perks- Health insurance (Unimed)
- Dental plan (Bradesco Dental)
- Pharmacy discount program
- Zenklub: emotional support and counseling sessions with specialists
- Life insurance
- Gympass (Wellhub)
- Workplace exercise sessions
- Meal or food allowance (your choice!)
- Breakfast or afternoon coffee (depending on schedule)
- We are a socially responsible company
- Extended maternity leave (180 days)
- Extended paternity leave (20 days)
- Continuation of meal/food allowance during the entire leave period
- Job protection for 3 months upon return from maternity leave
- Childcare assistance
- Transportation allowance
- Air-conditioned rest area
- On-site free parking
- HSB Talks: our monthly company happy hour
- Day off in your birthday month
- Baby basket for new parents
- School kit for employees' school-age children
- Christmas gift card
- 50% discount on CA Clear Aligner aligners
- 20% discount on purchases at our e-commerce store, Utilidades Clínicas
- Corporate learning platform
- Partnerships with colleges and language schools
- Welcoming environment, collaboration, positive energy, and real growth opportunities