Review the evidence signals before interviewing. Then use the anchored descriptions—not instinct alone—to choose the score that best matches each answer.
01
Evaluation factor
Execution and reliability
35% weight
Check throughput on real knowledge bases: articles authored or retired per quarter, platforms used (Confluence, Zendesk Guide, ServiceNow, SharePoint), and how they kept review cycles from slipping.
Evidence to listen for
Describes a workload they owned and how they kept it from slipping
Names the tools and systems they ran day to day
Can talk about volume: tickets, inboxes, orders, uptime
Nothing quietly falls through when they are busy
Five-point scoring guide
1
Poor
Cannot describe their own workload; things slip without them noticing.
2
Needs Improvement
Handles routine volume; drops work under pressure.
3
Satisfactory
Reliable on steady-state work; struggles when volume spikes.
4
Very Good
Consistently reliable at real volume with a system for staying on top.
5
Excellent
Names article volumes, review SLAs met, and specific KB platforms; describes a stale-content backlog they cleared and kept clear.
02
Evaluation factor
Improving the process
25% weight
Probe how they restructured taxonomy, tagging, or metadata schemas, and what changed afterwards: search success rate, deflection rate, or time-to-find for support agents.
Evidence to listen for
Has changed a process rather than only following one
Can name what was slow or error-prone and what they did about it
Documents so the improvement survives them
Knows when a process is worth automating and when it is not
Five-point scoring guide
1
Poor
Follows instructions only; no sense that process can change.
2
Needs Improvement
Notices problems but escalates rather than solving.
3
Satisfactory
Makes small improvements; impact is local and undocumented.
4
Very Good
Has redesigned a real process with measurable effect.
5
Excellent
Redesigned a taxonomy or template set and cites measured gains in search success, ticket deflection, or duplicate article reduction.
03
Evaluation factor
Judgement and autonomy
25% weight
Assess how they decide what to publish, merge, or archive when subject matter experts disagree or source material contradicts itself, including single-source-of-truth calls.
Evidence to listen for
Knows what to decide alone and what to escalate
Handles an exception without freezing or improvising recklessly
Protects confidentiality and access appropriately
Asks a clarifying question rather than guessing on something costly
Five-point scoring guide
1
Poor
Either escalates everything or acts recklessly on their own.
2
Needs Improvement
Needs frequent direction; uneasy with exceptions.
3
Satisfactory
Sound judgement on familiar decisions.
4
Very Good
Clear sense of their own authority; handles exceptions well.
5
Excellent
Explains a concrete deprecation or merge decision, who they consulted, and how they handled an SME who resisted the change.
04
Evaluation factor
Communication
15% weight
Look for evidence of editing others' drafts to a style guide, chasing SMEs for reviews, and writing for the reader rather than the author.
Evidence to listen for
Writes clearly enough that people act without a follow-up
Manages expectations before a deadline slips, not after
Handles a frustrated colleague or customer calmly
Works across time zones or async where the role needs it
Five-point scoring guide
1
Poor
Unclear written communication; goes quiet when things slip.
2
Needs Improvement
Communication needs chasing; raises problems late.
3
Satisfactory
Clear enough day to day; proactive updates are inconsistent.
4
Very Good
Clear, proactive, and calm under pressure.
5
Excellent
Shows before-and-after edits, a style guide they maintained, and a workable routine for extracting content from busy experts.
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