Knowledge and Improvement Coordinator
- Play a key role in implementing an enterprise-wide Knowledge Management System.
- Drive service improvements using customer insights and operational data.
- Collaborate with stakeholders to enhance quality assurance frameworks.
- Play a key role in an enterprise-wide Knowledge Management System implementation
- Use customer, complaints & QA insights to drive meaningful service improvements
- High-impact specialist role across knowledge, technology & customer operations
The Company
Our client is a well-established organisation delivering essential services to customers across Queensland. With a strong focus on customer experience, digital transformation and continuous improvement, the business is investing in how knowledge is created, managed and shared across the organisation.
As part of this evolution, they are implementing a new enterprise Knowledge Management System and further developing their contact centre quality and improvement capability.
The Appointment
Reporting to the Manager Customer Enablement, the Knowledge & Improvement Coordinator will play an important role in improving the quality, consistency and accessibility of information across the organisation.
This is not a traditional administration or coordination role. You will operate as a hands-on specialist, working independently and partnering with stakeholders across Customer Operations, frontline leadership, Learning & Development and technology teams.
Key responsibilities will include:
- Supporting the implementation of a new enterprise Knowledge Management System, including requirements, content modelling, migration, validation and governance.
- Drafting, reviewing and improving internal and customer-facing knowledge content.
- Translating complex policies, legislation and processes into clear, practical and customer-friendly information.
- Establishing content standards, governance, review cycles and approval processes.
- Analysing customer interactions, complaints, quality and operational data to identify trends and root causes.
- Improving contact centre quality assurance frameworks and scorecards.
- Turning customer and operational insights into practical continuous improvement initiatives.
- Supporting the introduction of automated quality assurance and analytics technology.
- Working closely with stakeholders and system vendors to drive successful adoption and sustainable improvements.
The Appointee
You will be an analytical and improvement-focused professional who is comfortable working across people, process, content, data and technology.
Ideally, you will bring:
- Experience in Knowledge Management, Continuous Improvement, Contact Centre Quality, Customer Experience, Business Improvement or Business Analysis.
- Demonstrated experience creating, structuring and governing complex knowledge or content.
- Experience translating complex policy, process or regulatory information into clear and usable guidance.
- Exposure to an enterprise system implementation or migration, ideally involving knowledge or customer platforms.
- Strong analytical capability with experience identifying trends, gaps and root causes from customer or operational data.
- Excellent stakeholder engagement skills and the confidence to influence across different levels of an organisation.
- Strong attention to detail and the ability to manage multiple initiatives independently.
- Experience with Knowledge Management Systems, contact centre QA, speech analytics or platforms such as Confluence, Zendesk or Amazon Connect will be highly regarded.
What's In It For You?
- Brisbane-based opportunity
- Senior specialist role with no direct people management
- Opportunity to influence an enterprise-wide knowledge transformation
- Work across knowledge management, customer experience, technology and continuous improvement
- Highly visible role with exposure to senior and operational stakeholders
- Opportunity to help shape new systems, frameworks and ways of working
- Join an organisation investing in customer experience and digital improvement
How to Apply
If you're passionate about improving how organisations manage knowledge, understand their customers and turn insights into better ways of working, we'd love to hear from you.
Click Apply Now to submit your application, or contact cassandra@appointrecruit.com.au for a confidential discussion about this opportunity.
Reference number: 1746386
Profession:Customer Service & Call CentreManagement & Supervisory (Customer Service & Call Centre)
Company: Appoint Recruit
Date posted: 18th Aug, 2026
We vet all employer accounts and do our best to keep job ads safe, but scams can still occur. Be cautious when sharing personal information — never provide financial details or make payments during the application process. For extra security, use the Apply button on our site when proceeding.