Training Team Leader

Responsible for leading the Process Excellence (PX) strategy within the CX division, including process quality control, process improvement, operational optimization and knowledge management for both AI Chatbot and Customer Service.
This role focuses on standardization, measurement, automation and continuous improvement to enhance internal operational efficiency and the overall customer experience
Process Governance & Standardization
Develop, standardize and manage end-to-end SOPs/Workflows for customer service.
Establish a Process Governance Framework (policies, checklists, control points) and manage change control.
Process Knowledge and Automation Management
Manage the lifecycle of process documentation, including version control, approval, release and change tracking.
Build and maintain the knowledge linkage structure (metadata, related structure) to support CS, AI Chatbot in applying the correct processes.
Ensure process alignment and synchronization across PX, CS, AI, CRM and QA teams to maintain consistent responses.
Cross-Functional Coordination and Change Management
Execute change management activities, including communication of changes, rapid training, monitoring adoption levels and measuring implementation rates.
Report customer and CS insights and feedback gathered during process implementation.