Knowledge Specialist

TEKsystems
$25.00 - $40.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Illinois, Peoria
Mar 26, 2025
Description Provides strategic guidance to the Cat Digital Support team, internal Caterpillar partners and 3rd party contact centers as a recognized subject matter expert in the quality field. Identifies quality best practices and drives suitable quality initiatives that deliver on our brand promise. Responsible for governing Cat Digital Support quality processes and procedures to ensure the delivery of a world-class customer experience. Will coordinate a seamless transition of tactical quality related activities to our 3rd party suppliers. * Analyzes quality data for trends, develops action plans to address deficiencies and works with Operations and Training to drive plans to completion * Researches, documents and drives adoption of quality associated best practices surrounding internal and external calibrations, CSAT reviews, After Action Reviews, etc. * Coordinates calibration sessions, CSAT reviews, Hypercare and AAR sessions with internal and external partners as well as documents sessions and provides trend analysis and action plan solutions * Supports Caterpillar's outsourced BPO Contact Center Quality Supervisor and Quality Assurance Agents and will liaison with training resources to ensure compliance with Caterpillar quality standards * Works with internal Cat Digital Support departments as required to ensure quality effectiveness * Understands all Contact Center KPIs and works to identify and implement continuous process improvements to improve customer experience and process efficiencies * Resolves any specific problems and tailors quality practices as necessary * Participates in digital product NPI process as appropriate and collaborates with partner organizations as needed to execute assigned quality activities * Identifies and implements opportunities to streamline processes and enhance user interfaces and the customer experience. Skills Customer service, E-learning, Powerpoint, Training materials Top Skills Details Customer service,E-learning,Powerpoint,Training materials Additional Skills & Qualifications 4 year education or communication degree and 2+ years combined experience working within a contact center environment developing knowledge articles for frontline agents No degree and has 5+ years actual relevant experience. Experience analyzing data via Power BI dashboards and/or google analytics Tool testing ( salesforce tool) Experience Level Intermediate Level Pay and Benefits The pay range for this position is $25.00 - $40.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Peoria,IL. Application Deadline This position is anticipated to close on Apr 3, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.