Process & SOP Specialist

Process & SOP Specialist

• Job Type Full Time , Onsite
• Qualification BA/BSc/HND
• Experience
• Location Nairobi
• Job Field Customer Care, Success and Service

Position Overview

• We are looking for a detail-oriented Process & SOP Specialist to support our fast-paced Real-time Operations team.
• In this role, you will manage and maintain operational process documentation, ensuring teams always have clear, accurate, and up-to-date information to work efficiently.
• You will work closely with Operations, Training, and Quality Audits teams to create, improve, and maintain SOPs and process documentation in Confluence.
• The role requires strong problem-solving skills, clear communication, and the ability to quickly update processes based on operational changes, new launches, policy updates, and ongoing improvements.

Key Responsibilities

• Own and manage the department's Knowledge Base, ensuring all documentation and SOPs are accurate, organized, user-friendly, and aligned with business requirements.

• Create, update, and maintain process documentation within Confluence.

• Translate complex operational or technical Processes into clear, structured, and easy-to-follow instructions for operational teams.

• Ensure documentation is updated in real-time with operational changes, policy updates, system enhancements, or process adjustments.

• Analyze existing processes and operational procedures to identify gaps, and opportunities for improvements.

• Drive continuous improvement initiatives aimed at enhancing operational efficiency and eliminating process redundancies.

• Conduct root cause analysis on operational challenges and recommend documentation-driven solutions to improve process adherence and performance.

• Collaborate with Quality Assurance teams to review error trends, identify recurring issues, and strengthen process clarity and compliance.

• Support seamless communication of process updates and operational changes to frontline teams.

• Assess incoming new projects and tasks alongside Training, Quality, and Leadership, contributing process-focused insights to evaluate overall feasibility and establish realistic timelines.

• Collaborate with the Training team to Map and Create New Processes on Confluence so documentation and training are perfectly in sync for the launch.

• Qualifications & Requirements

• Experience in Operations Support, Process Documentation, Quality, Training, Customer Support, or similar operational environments.

• Basic understanding or exposure to process documentation, SOP creation, or knowledge management practices.

• Familiarity with Confluence, Google Workspace, Microsoft Office, or similar documentation and collaboration tools is an added advantage.

• Strong written and verbal communication skills with the ability to document processes clearly and accurately.

• Detail-oriented with strong organizational and time management skills.

• Ability to work in a fast-paced environment, manage changing priorities, and learn quickly.

• Analytical mindset with a willingness to identify process gaps and contribute to continuous improvement initiatives.

• Bachelor’s or equivalent

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