Associate - CX Process Improvement & Training (Hybrid)

The Associate - CX Process Improvement & Training is always looking for better and more efficient ways of working and servicing customers both internally and externally. They are passionate about change and embrace the challenges that come with it and don't shy away from them. 

The Associate - CX Process Improvement & Training has a strong attention to detail, works well both independently and in a team and never misses a deadline. They speak up and clearly communicate with their stakeholders in team meetings and support the rest of the team with coaching and clarification on processes. 

The Associate - CX Process Improvement & Training creates easy to digest training material and uses their strong organisational skills to work with internal stakeholders to ensure training is delivered accurately and on time. They collect feedback from their team to always improve their processes and delivery of training. No task is too big or too small for this team member and team. 

Key Responsibilities:

• Work with ZALORA and its Australian counterpart THE ICONIC in collaborating and delivering process and training content with teams located across both Manila, Philippines and Sydney, Australia
• Supports maintenance and administration of CRM content including but is not limited to SOPs and FAQ articles, provision of accounts, macro and scripting management etc. 
• Works with THE ICONIC’s CX Process Improvement Lead to make updates incorporating new process changes, temporary process changes, process review and scope feedback from team
• Collaborates with the CX Process Improvement, Training and QA teams including CX Process Improvement Lead at THE ICONIC through a Continuous Improvement Framework driven by contact and KPI data and creates a yearly training schedule to upskill during quiet periods throughout the year
• Creates Operational Readiness documentation for new initiatives outlining changes across customer experience, agent experience, reporting, quality assurance and communication drafts
• Consistently supports the CS team across all locations with process clarifications and process coaching (side-by-sides where needed)
• Creates training material and delivers training across any method appropriate to the subject of the training
• Schedules training sessions in collaboration with internal stakeholders to ensure minimal disruption to operations and cost 
• Ensures that training material including onboarding materials are up to date with the latest information and transfers the same information into internal and external GUIDE articles 
• Collects feedback on processes, training content, training delivery and coaching and updated/improves these areas based on this feedback
• Demonstrates alignment with both THE ICONIC and ZALORA culture through behaviour, drive and attitude and leads by example in the development of the teams understanding of Australian business practices and culture
• Conduct training needs analysis using performance data, QA insights, stakeholder feedback, and operational trends
• Track attendance, completion rates, certification status where applicable, and refresher requirements.
• Identify areas where workflows, documentation, and execution can be simplified, standardized, or made more efficient across teams and locations.
• Prepare periodic reports or updates on training completion, quality uplift, adoption of process changes, documentation health, and improvement initiative impact.
• Serve as a go-to resource for clarifications on workflows, system use, policy interpretation, and training-related questions.
• During peak times as required is able to handle Tier 1 level contacts across all channels
• Meet the Process and Improvement Team metrics which involve Productivity, Quality of Work, Engagement Compliance, and Output Effectiveness

Required Competencies: 

• Strong written and verbal English communication and presentation skills
• Has a growth mindset
• Organised with a high standard of attention to detail
• Proactive and hands-on
• Able to work independently and collaboratively with stakeholders across both THE ICONIC and ZALORA
• Ability to prioritise work with competing deadlines
• Confident in CRM system knowledge
• Demonstrated comfort with AI-enabled tools and automation, with the ability to adapt to new technologies and processes.
• Analytically driven and doesn’t shy away from data
• Problem solving skills
• Strong facilitation, coaching, and stakeholder management skills
• Experience in Zendesk is required. Hands-on Zendesk Admin experience is highly preferred.
• Ability to conduct training needs analysis and identify performance gaps
• Strong change management and change adoption capability
• Strong process mapping, documentation, and knowledge management skills
• Ability to perform root cause analysis and turn insights into practical actions
• Strong project coordination and time management skills
• Ability to evaluate training effectiveness and process improvement outcomes
• Proficiency in creating structured learning materials, assessments, and operational documentation
• Strong reporting and data interpretation skills to support recommendations and action plans
• Has the ability to establish rapport and can easily collaborate with stakeholders.
• Amenable to work in the greater Metro Manila area particularly in Muntinlupa-Cavite Expressway (MCX) area

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