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
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
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
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
Incident Ma