Job Description

Key Responsibilites:

Document and standardize SOPs, SLAs, workflows, and process guidelines across departments. Build and maintain a centralized SOP & process repository with proper version control and access structure. Regularly review and update documentation based on process changes, audits, or business updates. Coordinate with department heads and stakeholders to validate, approve, and sign off on process documents. Communicate SOP and SLA updates clearly to relevant teams and track acknowledgements whererequired. Convert SOPs and SLAs into bilingual (Tamil & English) training modules, manuals, and quickreference guides. Support new hire onboarding by providing process documentation and structured learning materials. Collaborate with Training & Quality teams to ensure process adherence and service consistency. Ensure documentation aligns with service quality standards, compliance requirements, and operational best practices. Maintain records of document revisions, change logs, and update timelines. Support internal audits, quality reviews, and process improvement initiatives through accurate documentation.

Qualifications & Requirements:

Education:

Bachelor's degree in any discipline.

Experience:

Minimum 2 - 5 years of experience in process documentation, quality, training, operations, orprocess excellence roles. Prior experience in the service industry, call center, logistics, or mobility operations preferred.

Skills & Expertise:

Strong ability to document complex processes in a clear, structured, and practical manner. Experience in creating SOPs, SLAs, workflows, and process manuals. Ability to convert process documents into training-friendly content. Excellent written and verbal communication skills in Tamil and English. Strong stakeholder coordination and follow-up skills. Good understanding of service quality, operational workflows, and process governance. Proficiency in MS Office tools (Word, PowerPoint, Excel). Familiarity with process mapping tools (Visio, Lucidchart, Miro - preferred). Close attention to detail and version control discipline.
Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹23,000.00 per month

Benefits:

Health insurance Paid time off Provident Fund
Work Location: In person