Jyoti Yadav

Experience

• 

  Teleperformance

  Mar 2015 - Sept 2016

  Subject Matter Expert
• 

  BT Group

  Dec 2016 - Nov 2018

  Associate
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  Airbnb

  May 2019 - now

  Knowledge Management: * Write and review knowledge content, such as workflows, guideline documentation, templates, and help articles for internal and external knowledge platforms.* Create FAQs, macros, and ensure work instructions meet content standards. Facilitate content translation into supported languages.* Collaborate with various stakeholders such as Change Management, Operations, Product, Business Process Improvement, UX designers, Engineers, etc. on continuous improvement to enhance the content for users.* Lead company-wide projects from initial content scoping through delivery by distilling complex concepts into clear, easy-to-understand communications and developing/executing communication strategies.* Provide periodic updates to the Knowledge Management Regional Manager on key deliverables.* Collaborate with Insurance Solutions and external carriers for insurance-related product content.* Create a blueprint for using tools and ways of working with the internal Claims team.* Triage and maintain content and workflow feedback across the organization.* Identify and execute internal process/product improvement projects.Quality Assurance: * Develop, implement, and manage processes to ensure that content meets the required specifications for quality.* Identify and set appropriate quality standards and parameters for different content types.* Communicates quality standards and parameters to the Leadership and other Editors.* Identify and analyze issues, bugs, defects, and other problems in set standards or processes; recommend and facilitate solutions to these issues.* Provide periodic updates to the Knowledge Management Regional Managers on trends and improvement opportunities.Training: * Develop and implement training or upskilling for Writers/Editors.* Coordinate, develop, and participate in ongoing training.* Develop presentations, training materials, and handout materials.* Provide training guidance and feedback to others. Show less

  • Knowledge Strategist

    Mar 2024 - now

  • Senior Knowledge Editor

    May 2019 - now