Management Level

G

Subject Matter Expert

Department:Operations

Reports to:Team Leader

Role

Act as a Subject Matter Expert supporting both the team and the team leader. Provide ongoing quality monitoring and coaching in order to improve the team’s performance and actively seek improvements to satisfy our customer needs.

Core Duties and Responsibilities
- Lead advanced quality review activities and compile comprehensive data sets to support complaint analysis, trend identification, reconciliation exceptions and broader performance insights across multiple reconciliation streams.
- Provide day to day oversight and control ownership
- Support training and knowledge transfer from US teams
- Act as escalation points and quality control leads
- Be client / stakeholder facing where required
- Partner closely with the Quality Control & Workflow Manager to interpret quality metrics, identify systemic performance gaps, and deliver targeted coaching, process guidance and best‑practice recommendations to elevate team capability.
- Be flexible with the shift timings.




- Perform detailed complaint reviews and trend analysis on recurring quality issues, implementing sustainable actions to mitigate future risk and strengthen operational stability.
- Support the QC & Workflow Manager in managing the quality function, contributing to planning, reporting, audit readiness, and operational oversight.
- Collaborate effectively with U.S. and offshore teams to reduce unnecessary escalations, improve first‑pass resolution rates, and strengthen cross‑team alignment.
- Ensure all reconciliation activities comply with internal quality policies, information‑security standards, and the organization’s integrated management system, maintaining a robust control mindset.
- Support operational deliverables by performing a wide range of reconciliation and quality‑related tasks, adapting to shifting business priorities.
- Maintain advanced technical knowledge of reconciliation processes, regulator

📌 Subject Matter Expert (Chennai)
🏢 Equiniti
📍 Chennai