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*job summary*_ responsibilities: _*- manages english support community for- * quality assurance management*:implement (possibly using ai-powered) quality management to continuously improve community engagement and service levels/customer commitments.conduct comprehensive audits (100%) of community interactions, including forum posts, responses, and user engagements, ensuring compliance and the accuracy/quality of solutions.
identify gaps in content/boards, and tkbs (tribal knowledge base articles) based on insights from intent-based analysis and collaborate with smes to create and refine content.
*knowledge base optimization*:review ( along with nlp ai recommendations) for relevant knowledge base articles to improve user experience and self-service capabilities.
collaborate with smes and experts to create and enhance the knowledge base.
*community listening*:create listening dashboards for the community to gather insights and feedback, perform competitor analysis, and drive strategic improvements based on data.
proactively notify gbus/ product and content teams to create a feedback loop and update the experts/smes engaging on the community platform.- * training and support*:lead awareness and training programs within the community team to familiarize them with new platform features and automation tasks for redundant tasks like moderation, case assignment, and spam filtration.
review the keyword updating process and coordinate workshops with partners to clarify platform-related queries and plan qbrs.- * responsive design/platform review*:conduct periodic random tests to ensure the community platform and enabled languages are optimized for various devices and regions.
address any accessibility issues to make the community user-friendly.- * syndicate content*:amplify community content through syndication, making it accessible across searches with seo and promotional banners to ensure users can find relevant content quickly.- will engage & be a single poc with the moderators and administrators who are helping on commuity- will be expected to constantly look for ways to improve overall support experience thru communities for hp customers.- platform.- needs to be a self-starter with the ability to execute consistently and with limited supervision.- approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution.- works with the team to design methods to understand customer experience for hp and in the competitor's environment to help build the areas of improvement in hp community.- ability to analyze and articulate clear difference in customer experiences with different features, content & solutions for hp products.
*_ qualifications_*- graduate degree in engineering or degree in non-engineering with relevant experience.- over 8 - 10 years of total experience with at least 3-4 with product & service skills in roles supporting printing /pc customers