Job Description:

  • Coordinate with internal and external functional team to understand customer service processes, identify gaps and process improvement areas
  • Document new processes as well as drive process improvement keeping in mind to achieve Operational efficiency, effectiveness and customer experience
  • Ensure ease of understanding and timeliness of the documented processes
  • Set up depository of Processes and Procedures as well as ease of usability
  • Work closely with Training and QA team to ensure Operational Procedures are understood and is up to compliance to the recorded Processes and Procedures


  • Degree holder in any field of studies
  • Contact Center environment or customer service, or in the similar capacity would be an added advantage
  • 2+ years of experience in Process, Policy, Procedure or document writing
  • Proficiency in process workflow, Ms Visio
  • Excellent writing skill, logical thinking with excellent verbal and non-verbal communication skills.
  • High energy, self-motivation and ability to thrice in a fast-paced working environment with a customer focused attitude

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