Senior Process Associate
Job Summary
Role Overview
Key Responsibilities
Key Responsibilities
• Training & Facilitation: Deliver targeted refresher workshops, new-hire modules, and ad-hoc sessions addressing emerging business needs, tone modulation, empathy, and de-escalation.
• Diagnostic Auditing & TNA: Sample chat and email interactions to identify communication root causes behind low CSAT or high escalations.
• Targeted Coaching: Run 1:1 and small-group sessions for bottom-quartile performers.
• Content Development: Create non-voice playbooks, scenario-based practice simulations, email blueprints, and quick-reference job aids.
• Calibration: Partner with QA and Operations leads to align training content with quality evaluation rubrics.
Skill Requirements
Requirements
• Experience: 3+ years in CX operations with 2+ years as a dedicated Non-Voice Trainer or Comms Coach.
• Domain Skills: Mastery of live chat dynamics (concurrency, handling hold times) and structured email etiquette (conciseness, technical clarity).
• Communication: Exceptional written English proficiency (grammar, syntax, tone, and active listening).
• Instructional Knowledge: Grounded in adult learning principles, interactive facilitation, and training effectiveness measurement.
Other Requirements
Success Metrics
• Pre- vs. post-training quality score improvements.
• Cohort CSAT lift and escalation rate reduction post-intervention.
• Agent ramp-to-proficiency time for non-voice channels.
• Training satisfaction and engagement scores (>85% positive).
Not included in the source posting: about the role, benefits.
Skills
Who can apply
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