Subject Matter Expert (SME)Experience Required: 3 Years Location: Chennai / Coimbatore Industry: BPO / KPO / Customer SupportJob SummaryWe are seeking an experienced BPO Subject Matter Expert (SME) with strong process knowledge and operational expertise. The SME will act as a process authority, support agents and team leaders, ensure quality performance, and drive continuous improvement in service delivery.Key Responsibilities
- Act as the primary process expert for assigned BPO operations
- Provide real-time support to agents for complex customer issues
- Conduct process trainings, refreshers, and knowledge sessions
- Ensure adherence to SOPs, SLAs, and quality standards
- Identify process gaps and recommend improvements
- Support audits, quality checks, and performance reviews
- Assist in onboarding new team members
- Collaborate with QA, operations, and leadership teams





Required Qualifications
- Graduate in any discipline (preferred)
- Minimum 3 years of experience in BPO/customer service operations
- Robust understanding of call handling, escalation management, and KPIs
- Experience in voice/non-voice/process operations
- Excellent communication and problem-solving skills

Preferred Skills
- Experience as SME, Team Lead, or Quality Analyst
- Process documentation & reporting
- Coaching and mentoring skills
- Familiarity with CRM tools and workflow systems

Key Performance Areas (KPIs)
- First Call Resolution (FCR)
- Quality scores
- SLA adherence
- Process improvement initiatives
- Agent performance uplift

📌 Subject Matter Expert (Chennai)
🏢 Hucon Solutions India PvtLtd
📍 Chennai