Senior Process Associate

HCLTech
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📍 Hyderabad, India

About this role

Job Summary

Job Title: Communications Trainer (Chat & Email) 

Department: Learning & Development / CX 

Employment Type: Full-time 

 

Role Overview 

The Communications Trainer upskills frontline teams across live chat and email. This role conducts diagnostic communication audits, designs practical micro-learning modules, and leads dynamic refresher and ad-hoc sessions to elevate brand voice, clarity, and customer satisfaction. 

Key Responsibilities

Key Responsibilities 

  • Training & Facilitation: Deliver targeted refresher workshops, new-hire modules, and ad-hoc sessions addressing emerging business needs, tone modulation, empathy, and de-escalation. 

  • Diagnostic Auditing & TNA: Sample chat and email interactions to identify communication root causes behind low CSAT or high escalations. 

  • Targeted Coaching: Run 1:1 and small-group sessions for bottom-quartile performers. 

  • Content Development: Create non-voice playbooks, scenario-based practice simulations, email blueprints, and quick-reference job aids. 

  • Calibration: Partner with QA and Operations leads to align training content with quality evaluation rubrics. 

Skill Requirements

Requirements 

  • Experience: 3+ years in CX operations with 2+ years as a dedicated Non-Voice Trainer or Comms Coach. 

  • Domain Skills: Mastery of live chat dynamics (concurrency, handling hold times) and structured email etiquette (conciseness, technical clarity). 

  • Communication: Exceptional written English proficiency (grammar, syntax, tone, and active listening). 

  • Instructional Knowledge: Grounded in adult learning principles, interactive facilitation, and training effectiveness measurement. 

Other Requirements

Success Metrics 

  • Pre- vs. post-training quality score improvements. 

  • Cohort CSAT lift and escalation rate reduction post-intervention. 

  • Agent ramp-to-proficiency time for non-voice channels. 

  • Training satisfaction and engagement scores (>85% positive). 

Frequently Asked Questions

Is the salary disclosed for the Senior Process Associate position at HCLTech?
The salary for this Senior Process Associate role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Process Associate position at HCLTech located?
This Senior Process Associate role at HCLTech is based in Hyderabad, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Senior Process Associate position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Senior Process Associate job at HCLTech posted?
This Senior Process Associate position at HCLTech was posted on Sep 22, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Process Associate
HCLTech
Apply for this role ↗

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