Quality Coach/SME – Operations Analyst (Band 2H)
As an Operations Subject Matter Expert (SME), you will act as a knowledgeable and reliable operational resource within your function. You will provide hands‑on subject matter expertise, support daily operations, coach colleagues, and contribute to improving processes, quality, and customer outcomes.
This role sits at the centre of operational delivery — bridging knowledge gaps, supporting team members, escalating issues appropriately, and ensuring accuracy and consistency in how processes are executed.
Your role contributes directly to service excellence by using your deep workflow understanding, problem solving skills, and data awareness to help teams achieve performance targets.‑solving skills, and data awareness to help teams achieve performance targets.
KEY RESPONSIBILITIES
Operational Expertise & Support
Act as a go‑to expert for daily operational queries within your function (e.g., Claims, Eligibility, Admin, Customer Service, Client Support).
Support colleagues with interpretation of SOPs, business rules, and operational workflows.




Handle more complex cases or exceptions in line with defined authority levels.
Quality, Accuracy & Compliance
Support quality reviews by identifying errors, gaps, and improvement opportunities.
Ensure adherence to operational procedures, regulatory requirements, and audit expectations.
Flag emerging risks or trends to team leads and supervisors.
Process & Continuous Improvement
Provide input into process updates and improvement initiatives.
Identify recurring issues and recommend practical solutions.
Champion consistency, standardisation, and accuracy in operational delivery.
Coaching & Knowledge Transfer
Support current starters and colleagues by sharing knowledge and best practices.
Provide informal coaching to uplift capability within the team.
Help maintain and update team reference materials (e.g., guides, templates, FAQs).
Cross Team Collaboration‑Team Collaboration
Work collaborat

📌 Operations Analyst (India)
🏢 The Cigna Group
📍 India