The Subject Matter Expert SME Role The Subject Matter Expert SME acts as the knowledge anchor and process excellence driver for the Deal Operations function The SME provides in-depth support to production teams ensures process adherence quality compliance and timely resolution of complex queries and partners with QA and Training teams to improve accuracy and efficiency This role is pivotal in bridging process knowledge gaps and maintaining the integrity of deliverables across workflows Key Responsibilities Process Expertise Support Serve as the primary point of contact for process clarifications escalations and deal order exceptions Review and validate complex order forms contracts and renewals to ensure completeness and compliance with client policies Conduct root cause analysis RCA for errors and partner with QA teams on corrective preventive actions Collaborate with the Training and QA functions to design PKTs refresher sessions and SOP updates Quality Governance Monitor audit findings and drive accuracy improvements through coaching and process feedback Support live audits dipstick checks and participate in error calibration sessions with QA Track top error categories and publish weekly insights to drive process adherence Ensure updated SOPs and knowledge bases are version-controlled and accessible to all teams Operational Delivery Ensure timely and accurate completion of order creation and deal validation tasks Support delivery teams during new workflow transitions or policy updates Assist in preparing performance reports RCA summaries and dashboard insights for internal reviews Stakeholder Cross-Functional Collaboration Liaise with internal teams Ops QA Training and Tools to ensure process alignment Participate in client calibration and business review discussions when required Partner with the Quality team to test and validate new AI tools process automations or rule changes Key Deliverables 100 SLA adherence on quality and turnaround time Reduction in repeat and non-compliance errors Weekly RCA summaries and TNI reports SOP updates and process enhancement proposals Active participation in calibrations and governance forums Qualifications Experience Graduate with 3 to 6 years of experience in Deal Operations Order Management Contract QA Quality Control Minimum 2 years as a process SME trainer or QA reviewer preferred Strong knowledge of Google tools Salesforce or other CRM systems is a plus Proficiency in MS Excel QA dashboards and RCA tools Excellent communication analytical and mentoring skills Competencies Skills Deep process knowledge and attention to detail Ability to work in18x7 rotation shifts Strong analytical problem-solving and decision-making abilities High ownership and accountability in issue resolution Excellent stakeholder management and collaboration skills Ability to coach and upskill agents and maintain consistency in delivery About Virtusa Teamwork quality of life professional and personal development values that Virtusa is proud to embody When you join us you join a team of 27 000 people globally that cares about your growth one that seeks to provide you with exciting projects opportunities and work with state of the art technologies throughout your career with us Great minds great potential it all comes together at Virtusa We value collaboration and the team environment of our company and seek to provide outstanding minds with a dynamic place to nurture new ideas and foster excellence Virtusa was founded on principles of equal opportunity for all and so does not discriminate on the basis of race religion color sex gender identity sexual orientation age non-disqualifying physical or mental disability national origin veteran status or any other basis covered by appropriate law All employment is decided on the basis of qualifications merit and business need

📌 Sme (Andhra Pradesh)
🏢 Virtusa Lifespaces India
📍 Andhra Pradesh