Knowledge Base Specialist / Training & Quality

XtendOps; Cebu City; On-site; PHP 240,000 - 420,000; Full time

Job summary

XtendOps in Cebu City is seeking a Knowledge Base Specialist with experience in training, quality assurance, and auditing to keep knowledge resources accurate and actionable.

You will create and update articles, SOPs, and training guides; conduct audits, identify gaps, and collaborate with Training and Quality teams to support agent performance and learning.

Qualifications

• Strong writing and documentation skills.
• Hands-on training, quality audits, and/or compliance audits.
• Ability to translate operational information into clear, user-friendly documentation.

Responsibilities

• Create, update, and maintain knowledge base articles, SOPs, process guides, and training materials.
• Review existing content for accuracy and alignment with operational processes.
• Conduct regular audits and quality checks of knowledge base content.
• Collaborate with Training and Quality teams to support agent learning and performance.
• Identify recurring knowledge gaps from quality findings and feedback.
• Suggest improvements to processes, documentation, and learning materials.
• Support updates and rollouts of new processes, policies, and procedures.

Skills

Strong writing

Documentation

Communication

Attention to detail

Cross-functional collaboration

Job description

About the role

We are looking for a Knowledge Base Specialist with experience in Training, Quality Assurance, and auditing to help maintain accurate, effective, and easy-to-use knowledge resources for our operations.

Key responsibilities

• Create, update, and maintain knowledge base articles, SOPs, process guides, and training materials
• Review existing content to ensure accuracy, consistency, and alignment with operational processes
• Conduct regular audits and quality checks of knowledge base content and identify gaps or outdated information
• Work closely with Training and Quality teams to ensure knowledge materials support agent performance and learning
• Identify recurring knowledge gaps based on quality findings, audits, and operational feedback
• Recommend improvements to processes, documentation, and learning materials
• Support updates and rollouts of new processes, policies, and procedures

About you

• At least 1 year of experience in Knowledge Management, Training, Quality Assurance, or a related role
• Previous experience in BPO, customer service, or operations is preferred
• Hands-on experience with training, quality audits, and/or compliance audits
• Strong writing, documentation, and communication skills
• Excellent attention to detail and ability to identify inconsistencies or process gaps
• Ability to work with multiple teams and translate operational information into clear and user-friendly documentation