Job
Description
Role Purpose
The purpose of this role is to conduct audits to ensure quality compliance within the account.
Essential Skills :
1.5+ years of experience in a content writing or CX role within support operations or a similar domain.Exceptional communication skills both verbal and written in English.Demonstrated ability to create SOPs, process documents, and training material.Prior experience in call/email support and creating scripts for support teams.Experience managing content initiatives across multiple stakeholders and regions.Strong critical thinking, analytical, and problem-solving skills.High attention to detail and ability to quickly grasp complex workflows.Self-starter with a curious mindset and proactive communication style.Comfortable working in rotational shifts, including PST/IST schedules.Experience with partner/vendor management is a plus.Familiarity with support ecosystems is a bonus.BonusProject management experience, experience with content/UX design, familiarity with content metrics.
Good to have social media customer support experience
Responsibility : SOP DevelopmentCreate, maintain, and update clear and concise SOPs to guide support agents in handling a wide range of customer issues. Training EnablementPlan, develop, and execute engaging weekly/biweekly training and refresher sessions across channels. Support Content CreationDesign calling/email scripts and other customer-facing or agent-facing content that reflects empathy, clarity, and consistency. Process DesignCollaborate with cross-functional teams to map and optimize support processes and policies. CX MindsetPut yourself in the customers' shoes to ensure support content resonates and resolves with empathy and efficiency. Project LeadershipManage multiple content projects, set timelines, and ensure timely delivery while juggling priorities in a fast-paced environment. Tone & LanguageAdapt tone and writing style to suit various scenarios from internal training to customer interactions. Problem SolvingConduct deep-dive analysis to identify process/content gaps and drive corrective content initiatives. Stakeholder CollaborationWork with global support managers and cross-functional teams to ensure visibility and alignment on content and training initiatives. Operational ExecutionDefine success metrics for content projects, measure performance, and iterate for continuous improvement. Portfolio & Project ManagementEstablish and maintain content project portfolios; plan and track progress of initiatives. Tool UtilizationEfficiently work with business tools like Google Workspace, Data Studio, knowledge bases, and ticketing systems.
Experience of 2-3 years into Content Writing in a BPO environmentQualitification GraduateEssential Hiring Skills : 1.5+ years of experience in a content writing or CX role within support operations or a similar domain.Exceptional communication skills both verbal and written in English.Demonstrated ability to create SOPs, process documents, and training material.Prior experience in call/email support and creating scripts for support teams.Experience managing content initiatives across multiple stakeholders and regions.Strong critical thinking, analytical, and problem-solving skills.High attention to detail and ability to quickly grasp complex workflows.Self-starter with a curious mindset and proactive communication style.Comfortable working in rotational shifts, including PST/IST schedules.Experience with partner/vendor management is a plus.Familiarity with support ecosystems is a bonus.BonusProject management experience, experience with content/UX design, familiarity with content metrics.Good to have social media customer support experience
