Job Description

Role Purpose

The purpose of this role is to conduct audits to ensure quality compliance within the account. 
 

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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.
● Bonus: Project management experience, experience with content/UX design, familiarity with content metrics.
● Good to have social media customer support experience

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Responsibility :

●    SOP Development: Create, maintain, and update clear and concise SOPs to guide support agents in handling a wide range of customer issues.
●    Training Enablement: Plan, develop, and execute engaging weekly/biweekly training and refresher sessions across channels.
●    Support Content Creation: Design calling/email scripts and other customer-facing or agent-facing content that reflects empathy, clarity, and consistency.
●    Process Design: Collaborate with cross-functional teams to map and optimize support processes and policies.
●    CX Mindset: Put yourself in the customers' shoes to ensure support content resonates and resolves with empathy and efficiency.
●    Project Leadership: Manage multiple content projects, set timelines, and ensure timely delivery while juggling priorities in a fast-paced environment.
●    Tone & Language: Adapt tone and writing style to suit various scenarios – from internal training to customer interactions.
●    Problem Solving: Conduct deep-dive analysis to identify process/content gaps and drive corrective content initiatives.
●    Stakeholder Collaboration: Work with global support managers and cross-functional teams to ensure visibility and alignment on content and training initiatives.
●    Operational Execution: Define success metrics for content projects, measure performance, and iterate for continuous improvement.
●    Portfolio & Project Management: Establish and maintain content project portfolios; plan and track progress of initiatives.
●    Tool Utilization: Efficiently work with business tools like Google Workspace, Data Studio, knowledge bases, and ticketing systems.

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Experience of 2-3 years into Content Writing in a BPO environment

Qualitification : Graduate