Capita
Great Britain, United Kingdom
We’re looking for a proactive and detail‑driven Knowledge Analyst to join our integrated Knowledge, Learning & Quality (KLQ) function. This role is central to enabling high‑quality, AI‑ready operational knowledge that supports both human advisors and AI agents across our Contact Centre and Business Process Operations. You will create, maintain, and optimise knowledge content that drives accuracy, consistency, and first‑time‑right outcomes for customers. This work directly improves onboarding speed, reduces errors, and enhances customer experience. This is a fantastic opportunity to be part of a large‑scale transformation programme that is evolving Capita’s contact centre and back‑office environments into fully AI‑enabled operations. Job title: Knowledge Analyst Job Description: What You’ll Be Doing: Creating, updating, and maintaining task‑based operational knowledge including articles, flows, decision trees and exception guidance. Applying clear...
