The Candidate will be responsible to understand all the products and process flows. Based on this the employee will be responsible to design and execute changes to enhance and improve the existing product/process flow.

The candidate will be required to do extensive research on complaints/queries coming in through Customer Service platforms. Identify and rectify opportunity areas to improve customer experience.

The employee will also be responsible for studying and enhancing automation solutions for customer service

The candidate should have experience in the BPO domain as a Team Leader, Change Analyst, Quality Analyst;

Experienced in handling or being part of a team that is responsible for Process Improvement or Product enhancement.

• Leading the change management activities within a structured process framework.
• Designing the strategic approach to managing change and support operations that fall within the domain of change management.
• Supporting training and communication as part of change management. Activities may include designing or delivering specialized training resources to appropriate userbase.
• Evaluating the risk of change and providing actionable guidelines on reducing the impact.
• Evaluating resistance in adopting the change at the user, process, and technology level.
• Writing, reviewing, editing, and updating content for company Knowledge Portal
• Collaborating with internal departments to establish campaign objectives, complete tasks, and identify and solve problems.
• Organize, modify and update existing content..
• Verify content and information.
• Identifying customers’ needs and recommending new processes and policies to address gaps in the company’s current content.
• Manage a busy workload according to deadlines.
• Analyze data and analytics, and seek to increase reader engagement and retention.
• Assists team members on all aspects of Process Initiatives and existing process and ensure work is done according to the agreed (comprehensive, realistic and effective) plans. Applies focus to all assigned tasks/project elements to ensure no potential issues are overlooked/created.