Process Development Specialist

21 hours ago

gurugram, India beBeeDevelopment Full time

Process Development SpecialistAs a Process Development Specialist, you will create and implement comprehensive training modules for customer service processes and tools. Your primary responsibility will be to design onboarding and continuous learning programs for customer service representatives, ensuring they are aligned with service quality standards, compliance guidelines, and industry best practices.You will work closely with various teams to develop and refine training content, including SOPs, role-play scenarios, e-learning modules, and quick reference guides. Additionally, you will provide hands-on training on CRM, ticketing, and communication platforms, as well as monitor training effectiveness and drive improvements based on feedback and performance metrics.Key Responsibilities:Training Content Development: Design and create SOPs, role-play scenarios, e-learning modules, and quick reference guides that meet the needs of customer service representatives.System Training: Provide in-depth training on CRM, ticketing, and communication platforms, ensuring users understand how to utilize these systems effectively.Quality Alignment: Collaborate with QA teams to address common errors and improve service delivery by implementing process improvements and best practices.Performance Coaching: Offer personalized coaching to help individual and team performance, focusing on areas that need improvement and providing actionable recommendations for growth.

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