Job Description Summary
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.
What You’ll Be Doing
- Creating, updating, and maintaining task based operational knowledge including articles, flows, decision trees and exception guidance.
- Applying clear taxonomy, tagging, and metadata to improve search success and ensure content is AI ready.
- Using analytics, QA insight and frontline feedback to drive continuous content improvements.
- Preparing and structuring content for AI consumption, including RAG ready formats, compliant guardrails and source citations.
- Collaborating with SMEs, Operations, Learning, QA, Transformation, and Technology teams to ensure knowledge accuracy and alignment.
- Supporting new processes, technology rollouts, and transformation initiatives with timely, governed knowledge updates.
What We’re Looking For
- Experience in knowledge management, content design, technical writing, or process documentation.
- Background in contact centre or back office operations, especially in training creation, quality assurance, or junior business analysis.
- Strong capability in plain English writing and simplifying complex operational processes.
- Understanding of taxonomy, metadata, tagging and search optimisation.
- Ability to interpret QA, analytics and customer insight to improve content.
- Excellent collaboration skills with Operations, QA, Learning and Technology teams.
- Comfortable working in a fast paced environment with stakeholders who may be navigating change or demonstrating resistance (resilience and strong stakeholder interaction is key).
Desirable
- Experience with Oracle Fusion
- Experience with AI enabled knowledge, RAG, chatbots, copilots or knowledge governance.
- Experience with CCaaS/CRM platforms such as Amazon Connect, Genesys, Five9, Salesforce, or Dynamics.
What Success Looks Like
- High quality, accurate, compliant knowledge that is fully AI ready.
- Improved search success and reduced “null search” or “repeat search” rates.
- Faster onboarding and reduced time to competence for new colleagues.
- Reduced errors, rework and repeat contact by improving clarity and consistency.
- Continuously improving content informed by QA, CX and operational insight.
Why Join Us?
This is an exciting opportunity to contribute directly to a large scale AI transformation programme. You’ll help establish the foundations for smarter, safer, more efficient knowledge that powers both our people and our digital services.
About Capita
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 41,000 colleagues support primarily UK and European clients with people‑based services underpinned by market‑leading technology.
A publicly listed business with adjusted revenue of 2.6bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions.
What’s in it for you?
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Auto‑enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plentiful other benefits
- Voluntary benefits designed to suit your lifestyle – discounts on retail and socialising, health & wellbeing, travel and technology
- Access to our Employee Network Groups, supporting diversity and inclusion
- Opportunity for career development across Capita’s disciplines and sectors, with supportive environment
Equal Opportunities
At Capita, we’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. We are an equal opportunity and Disability Confident employer, and we welcome applications from people from Black, Asian and other ethnic minority backgrounds. If you require adjustments during your recruitment process, please email reasonableadjustments@capita.com or call 07784 237318. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.
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