Subject Matter Expert (SME)

We are looking for a skilled and experienced Subject Matter Expert (SME) to support daily operations, assist team members, and ensure high-quality customer service. The ideal candidate should have strong process knowledge, excellent communication skills, and the ability to resolve complex customer queries while supporting team performance and process efficiency.

Key Responsibilities

Act as the subject matter expert for the assigned process and provide real-time support to team members.

Handle complex customer queries, escalations, and process-related issues.

Provide guidance and clarification to agents on process guidelines, policies, and procedures.

Monitor team performance and ensure adherence to quality standards and service-level agreements (SLAs).

Assist Team Leaders in achieving operational targets, including productivity, quality, and customer satisfaction.

Conduct refresher training and provide process updates to team members whenever required.

Identify recurring issues and recommend process improvements.

Coordinate with quality, training, and operations teams to improve overall performance.

Support new hires during the nesting period and help them understand process workflows.

Prepare and maintain reports related to process performance, errors, and escalations.

Required Skills and Qualifications

Minimum 1–4 years of experience in the BPO industry, with relevant experience in the assigned process.

Strong knowledge of process workflows, standard operating procedures (SOPs), and customer handling.

Excellent verbal and written communication skills.

Good problem-solving, analytical, and decision-making abilities.

Ability to handle escalations and provide effective resolutions.

Strong coaching, mentoring, and interpersonal skills.

Proficiency in MS Excel and basic reporting tools.

Ability to work in rotational shifts, including night shifts, if required.

Preferred Qualifications

Prior experience as an SME, Senior Customer Support Associate, or experienced Process Associate.

Experience in an international voice, non-voice, or blended process, depending on business requirements.

Knowledge of quality parameters, CSAT, AHT, FCR, and SLA metrics.

Ability to work under pressure and support team targets.

Why Join Us?

Opportunity to grow within the operations team.

Exposure to process improvement and team development.

Collaborative work environment with opportunities for career advancement.

Pay

₹500,000.00 - ₹700,000.00 per year

Work Location

In person