Knowledge Management Specialist at Hollywoodbets

Responsibilities

• We have amazing opportunities for x 2 Knowledge Management Specialists to be based in Umhlanga. Do you think you have what it takes to be our newest Purple Star?
• The Knowledge Management Specialist is responsible for developing, curating, and maintaining high-quality content within the company’s knowledge base systems.
• This content will directly support the training and performance of AI technologies, including AI-bots and virtual assistants, ensuring accurate, consistent, and contextually relevant responses to user queries.
• This role bridges the gap between subject matter experts, customer support, and AI development teams to ensure that knowledge assets are structured, accessible, and aligned with business goals and user needs.

You bring:

• A minimum of 2 years' experience with Zendesk, Confluence, SharePoint, or other knowledge tools
• Strong writing and editing skills, including plain language techniques
• Technical familiarity with document management systems and metadata structuring

A bonus to have:

• Diploma/Degree in Business Communication, Information Science, Knowledge Management or related fields.
• Knowledge Management or Content Writing experience / 2+ years in a similar role or content-driven environment
• Experience in a Contact Centre environment
• Experience working with AI training data or conversational design

What You’ll Do For The Brand:

• Maintain and improve the Contact Centre’s knowledge management system and internal knowledge base platforms.
• Develop structured knowledge base articles, FAQs, and process documentation.
• Collaborate with AI and product teams to ensure content is optimized for machine learning and natural language processing (NLP) models.
• Analyze chatbot and AI interaction data to identify content gaps and opportunities for improvement.
• Ensure all content aligns with brand tone, style, and departmental standards.
• Collaborate with key stakeholders across departments to identify content gaps and ensure accurate, consistent, and timely updates of all knowledge articles.
• Implement taxonomy, tagging, and metadata strategies for efficient content retrieval.
• Coordinate and manage the version control and archiving all knowledge content.
• Implement quality control processes to regularly audit and verify the accuracy and relevance of knowledge content.
• Lead and coordinate structured knowledge-sharing sessions across internal teams to ensure alignment of content accuracy and operational best practices.
• Support new process rollouts, product launches, or policy updates by ensuring associated knowledge materials are developed and deployed in time. 
• Monitor article performance, usage trends, and knowledge gaps through reporting and insights tools; use findings to inform continuous improvement.
• Provide daily, weekly and monthly reports to management highlighting content usage, gaps, and update-cycles.
• Conduct refresher sessions or onboarding training for new and existing users on knowledge tools and standards.
• Perform administrative tasks related to permissions, audit trails, and document control.
• Take ownership of feedback and escalations relating to knowledge content accuracy or availability.
• Assume and perform other duties and responsibilities not specifically outlined herein but which are logically and properly inherent to the position.

What You’ll Bring To The Team:

• Technical abilities.
• Analytical skills.
• Content Management
• Excellent Communication.
• Attention to detail.
• Collaboration.
• Problem Solving.
• Training and Support.

Apply Before 12/24/2025