Irmak SAYGIN

I’m a KCS v6–certified knowledge management and quality analyst with 5+ years building and maintaining knowledge bases, SOPs, and training content across high-volume, multi-region environments. I focus on content adoption, workflow optimization, and practical documentation that teams can actually use.

At TELUS Digital, I owned content lifecycle management for an internal knowledge base—authoring, reviewing, updating, and archiving SOPs, global procedural guides, and training materials across 6+ international teams. By monitoring performance metrics, audit findings, and user feedback, I helped enable 80% of internal queries in targeted topics to be resolved without escalation.

I maintained taxonomies and content structures to improve discoverability and usability, partnering with cross-functional stakeholders to keep documentation aligned with evolving operational workflows. I also drove adoption of process and tool changes by translating time-sensitive updates into clear, scalable documentation and coordinating rollouts across Policy, Quality, and Training.

I’ve additionally designed training and onboarding that reduced time-to-productivity, delivered targeted sessions to close knowledge gaps, and used performance/trend analysis to clarify recurring workflow ambiguities. I bring a quality-first, data-driven mindset—turning findings into structured action plans, reporting, and continuously improved knowledge.