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 current 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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