Role & responsibilities

Write and maintain clear, step-by-step Standard Operating Procedures (SOPs) and workflow diagrams for CC operations.

Track and document all new product features, policy shifts, system enhancements, and process changes.

Distribute timely process change updates, release notes, and newsletters to the CC team to ensure seamless operational continuity. Audit existing SOPs regularly to archive outdated processes and correct discrepancies.

Collaborate with Other teams like Ops, Compliance, Tech, and QA teams to gather accurate process information and understand business requirements.

Analyze recurring agent errors or customer escalations (via QA insights) to identify gaps in existing SOPs and update content accordingly. Collaborate with the Training & Quality Assurance (QA) teams to build Recent Hire (NHT) training decks and continuous learning modules.

Preferred candidate profile

Ability to translate complex technical/business rules into simple, clear, and actionable English.

Proficiency in MS Office / Google Workspace, flowcharting tools, and slide deck design.

Candidate from Training and Quality background would be preferred

📌 Senior Business Executive (Mumbai)
🏢 Porter
📍 Mumbai