Knowledge Analyst

Job Title:

Knowledge Analyst

Purpose:

As part of Capita’s Shared Services, the role is to ensure that all our colleagues can deliver a great customer experience through enhanced knowledge.

The Knowledge Analyst is responsible for the ongoing management of the knowledge base and knowledge quizzes to their allocated account.

The Knowledge Analyst will work closely with both the operational areas and the client to ensure that colleagues are always equipped and have the right information to handle all customer queries.

Key Duties and Responsibilities:

• Ensure that knowledge articles are kept up to date as part of the change process.
• Act as primary point of contact for all matters knowledge related.
• Create and manage business knowledge quizzes process.
• Provide reporting on knowledge quizzes and usage of the system.
• Engage with the operation to continually identify opportunities to enhance knowledge and usage of the knowledge management system.
• Identify opportunities to share best practice and enhance the knowledge management capabilities within the account.
• Create interactive E-Learning and upskill sessions.
• Run upskill and coaching sessions with agents to share best practises.
• Work with the client to deliver a joint best practice knowledge solution.

Key Skills and Behaviours:

• Excellent communication, both verbal and written with attention to detail.
• Self-motivated with great planning and organisation skills.
• Manage time effectively to deliver to tight deadlines and able to prioritise multiple pieces of work.
• Problem solver who can create appropriate solutions to support business needs.
• Great stakeholder and relationship management skills.
• Positive, professional, and proactive always in relation to both internal and external colleagues.

Key Technical Activities:

• Experience with Microsoft Office Package – Word, Excel, PowerPoint.
• Written and Verbal Communications Skills
• Understanding of how Knowledge Management systems work.

Minimum qualifications: -

• Grade 12 or equivalent

Minimum experience: -

• 2 Years’ experience gained within a Learning & Development space.
• 1-2 years previous Digital Content experience

About Us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

NB: Attach your most recent CV indicative of the criteria as advertised.
No late applications will be considered
Closing date: Midnight 29 July 2025