Knowledge Base Specialist

As a Knowledge Base Specialist at XtendOps, you will play a crucial role in shaping the learning experiences for our employees and clients, specifically within XtendOps. This role involves creating, designing, translating, and maintaining accurate, up-to-date, and easily navigable bilingual knowledge base articles for our clients. You will ensure our support agents have immediate, localized access to bi-directionally translated (English ↔ Spanish) operational procedures, bridging process gaps and enabling the team to deliver outstanding customer experiences.
Key Duties
Maintain and update the Knowledge Base daily to ensure all policies, procedures, and troubleshooting guides specific to client accounts are current.Standardize information across all relevant client lines of business, ensuring agents have a single, reliable source of truth.Identify gaps in agent knowledge and proactively update or create new resources tailored to client needs.Improve searchability and accessibility of KB materials to enhance agent efficiency.Regularly update chatbot content for client self-service deflection rates and reduce escalations.Work closely with Operations Team Leads to identify improvements needed for Standard Operating Procedures (SOPs) and best practices for client accounts.Ensure that all agent-facing resources are updated before major client campaigns or product updates.Translate, adapt, and maintain master SOPs and client documentation bi-directionally (English ↔ Spanish) into clear, accessible Knowledge Base articles without altering core operational guidelines.Collaborate with regional LATAM/global site leadership, trainers, and client SMEs to resolve agent comprehension gaps caused by language barriers.Audit and align Spanish KB content against updated English source documents regularly to eliminate process discrepancies across regions.
Key Competencies
Content Development: Strong proficiency in creating clear, concise, and accurate knowledge base articles, policies, procedures, and troubleshooting guides tailored for clients.Technical Writing: Demonstrated ability to translate intricate technical and procedural information into easily understandable language for a non-technical audience (support agents).Stakeholder Collaboration: Skill in effectively gathering information from various stakeholders, including client representatives, to ensure content accuracy and completeness.Project Management: Proactive identification and implementation of improvements to KB content creation and management processes.Bilingual Technical Translation: Native or professional fluency in both English and Spanish (written and oral), with specific expertise in performing bi-directional translation (English ↔ Spanish) of complex BPO/CX workflows into agent-friendly documentation.Content Localization & Taxonomy: Ability to organize, structure, and categorize bilingual information so that agents can retrieve accurate procedures seamlessly during live interactions.Minimum Hiring Requirements
At least 1 year of related working experience in a BPO setting.Minimum of 1 year of experience in knowledge base writing or a related role.Proficiency in document processing tools (MS Word or Google Docs).Good track record of meeting and delivering targets.Can articulate self well with peers, subordinates, superiors, and clients.Can multitask and work in a fast-paced environment.Strong technical writing and content organization skills.Proficiency in Google Workspace, Microsoft Office, and KMS tools.Excellent communication and presentation skills.Must be fully bilingual in English and Spanish (written and oral).Must be based in or legally authorized to work globally / remotely (LATAM region preferred).