Chatbot Knowledge Base Specialist

4 days ago

Islamabad, Islamabad, Pakistan easypaisa digital bank Full time 900,000 - 1,200,000 per year

We are looking for a detail-oriented
Chatbot Knowledge Base Specialist
to support our AI systems by curating, organizing, and maintaining the knowledge base that powers our platform. This is an operational role focused on ensuring the AI always has access to high-quality, accurate, and up-to-date information.

Duties and Responsibilities:

  • Content Curation & Maintenance
  • Collect, review, and upload relevant documents, FAQs, and data into the knowledge library.
  • Regularly update content to reflect product, pricing, and process changes.
  • Archive old versions with clear version control.
  • Ensure content is accurate, well-structured, and user-friendly.

  • Coordinate with product/CX teams for timely updates and improvements.

  • Knowledge Structuring

  • Organize documents into well-defined categories and apply metadata tags.
  • Break down long documents into smaller, meaningful chunks for better retrieval.

  • Work with subject matter experts to validate accuracy and completeness of content.

  • Operational Support

  • Monitor system outputs to identify gaps or irrelevant retrieval results.
  • Apply feedback loops (user reports, QA checks) to refine and improve the knowledge base.

  • Collaborate with technical teams to align with system requirements.

  • Quality Assurance

  • Perform regular audits of the knowledge base to maintain accuracy and consistency.
  • Document processes and best practices for content management.
  • Track and report key metrics to monitor the chatbot performance

Direct Reports:

N/A

Role Relationship

Internal

  • Risk/Compliance
  • Engineering/ Technology/ Operations
  • CX Squad Team/ Scrum
  • Design Team
  • Research Team
  • Marketing
  • Growth Team
  • BI/ Analytics Team
  • Finance
  • Product Squads

External

  • Vendors/solution providers
  • Partners
  • Call Center Partners

Knowledge and Experience

Education:
Bachelor's degree Business or Marketing or Computer Science

Experience:
2+ years of experience in product experience, community management, customer insights, or CX/UX roles.

Behavioral Skills & Competencies:

  • Strong attention to detail and organizational skills.
  • Experience in content management, knowledge management, or data operations.
  • Comfortable working with large sets of documents (Word, PDF, Excel, etc.).
  • Ability to follow structured processes and maintain high-quality standards.
  • Basic familiarity with AI, LLMs, or knowledge management tools is a plus (training will be provided).
  • Excellent communication skills to work with subject matter experts and technical teams.

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