Job Description

This will be Work On Site in IBEX Alabang, and on a Night Shift.

The Knowledge Base Content Specialist is responsible for maintaining accurate, clear, and up‑to‑date knowledge base articles that support contact center agents and internal stakeholders. This role focuses on executing content updates based on approved changes, ensuring articles follow established standards, and supporting rapid updates during operational changes or incidents.

Responsibilities

Key Responsibilities

Knowledge Base Content Maintenance

• Update, edit, and publish knowledge base articles based on approved requests, change logs, or operational updates

• Ensure existing articles remain accurate, relevant, and aligned with current processes

• Remove duplicate, outdated, or conflicting content as directed

• Apply standardized templates, formatting, and naming conventions consistently

Content Quality & Accuracy

• Proofread and edit content for clarity, grammar, tone, and usability

• Validate updates against source documentation or provided requirements

• Ensure content meets defined quality, compliance, and brand standards

• Flag content gaps, inconsistencies, or unclear instructions to core teams

Qualifications

Required Skills & Qualifications

• Strong written English proficiency (reading, writing, and comprehension)

• Experience editing or maintaining knowledge base articles, SOPs, FAQs, or internal documentation

• High attention to detail and ability to follow defined standards precisely

• Ability to execute repetitive updates accurately while managing multiple requests

• Familiarity with content management systems or knowledge tools

• Comfortable working within defined processes and limited decision authority