Subject Matter Expert (SME) – Global Operations

Role Overview
We are seeking a highly analytical and proactive Subject Matter Expert (SME) to strengthen global operations by driving knowledge excellence, process consistency, and continuous improvement across regions.
In this role, you will act as a central knowledge authority—reducing dependency on team leads, enhancing team capability, and ensuring standardized, scalable processes. You will leverage data insights to identify gaps, lead training initiatives, and collaborate cross-functionally to improve operational efficiency and service quality.
This is a high-impact individual contributor role that blends domain expertise, data-driven decision-making, and operational leadership.

Key Responsibilities
1. Global Knowledge & Process Ownership
- Act as the go-to expert for process and policy-related queries across global teams
- Ensure consistency and standardization of workflows across regions
- Analyze monthly operational and QA performance data to identify trends and gaps
- Recommend and implement scalable,



process-driven solutions to reduce recurring issues
- Own and continuously improve internal documentation, SOPs, and knowledge repositories

2. Training & Enablement
- Partner with Enablement teams to design and enhance training programs and materials
- Conduct onboarding sessions and ongoing training for recent and existing team members
- Identify knowledge gaps proactively and implement targeted learning interventions
- Drive continuous upskilling across teams to improve quality and efficiency

3. Quality Assurance & Continuous Improvement
- Review QA trends and generate actionable insights to improve performance and product understanding
- Monitor effectiveness of improvement initiatives and validate measurable outcomes
- Introduce scalable improvement frameworks (e.g., query resolution models, knowledge-sharing mechanisms)
- Promote a culture of continuous improvement and operational excellence

4. Incident Ma

📌 Subject Matter Expert Global Operations (Bengaluru)
🏢 Multiplier Technologies
📍 Bengaluru