Suject Mater Expert

Job Description Subject Matter Expert (SME)

Position: Subject Matter Expert (SME)

Industry: BPO

Location: Gurgaon

Work Mode: Onsite

Key Responsibilities:

• Act as a process and product expert and provide real-time support to the operations team.

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

• Support Team Leaders and agents with process clarifications and resolution.

• Conduct refresher training, knowledge-sharing sessions, and process updates.

• Monitor process adherence and identify knowledge gaps among agents.

• Assist in improving team performance, quality, and customer experience.

• Maintain and update process documentation, SOPs, and FAQs.

• Coordinate with Training, Quality, and Operations teams for process improvement.

• Ensure adherence to company policies, client guidelines, and compliance requirements.

• Support new process launches and communicate process changes effectively.

Requirements:

• Minimum 12 years of BPO experience, as an SME.

• Strong knowledge of the relevant process/product.

• Excellent communication and interpersonal skills.

• Good problem-solving and analytical abilities.

• Strong understanding of BPO metrics, quality, and process compliance.

• Ability to handle escalations and work under pressure.

• Immediate joiners preferred.

• Relevant process experience is mandatory.

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