The Subject Matter Expert (SME) is responsible for driving operational excellence within the contact center by supporting Customer Service Executives (CSEs), ensuring process adherence, managing reporting, and handling escalations. The SME plays a critical role in performance monitoring, data analysis, and improving service quality and First Call Resolution (FCR).
- ELIGIBILITY CRITERIA
- EDUCATIONAL QUALIFICATION:
- Graduate (preferred)
- HSC candidates may be considered with minimum 24 months of relevant experience
- WORK EXPERIENCE:
- Minimum 24 months of experience in inbound contact center processes
- Must have an excellent performance rating in previous role
- PRELIMINARY SCREENING
- Must clear a Written General Aptitude Test
- LANGUAGE PROFICIENCY
- English: Mandatory (Written & Spoken)
- Hindi & Marathi: Mandatory (Spoken)
- Additional regional language will be an advantage
- Candidates must pass a language proficiency test (written + spoken)
- COMPUTER TYPING SKILLS
- Minimum typing speed: 28 WPM (English)
- Maximum 3 attempts allowed; average score will be considered
- VOICE & ACCENT ASSESSMENT
- Must explicit Voice & Accent Test (VNAT)
- Evaluation parameters include:
- Pronunciation
- Clarity
- Intonation
- Accent neutrality
- Includes simulation of real call center scenarios
- FINAL INTERVIEW
- Final selection subject to interview by client
- Client reserves the right to accept/reject candidates
- KEY REPONSIBILITIES
- CASE RESOLUTION
Shift Subject matter expert along with Team Leader to review unresolved cases in coordination with the CRM / MGL officials.
- REPORTING & MIS MANAGEMENT
Prepare & publish reports as per defined timelines:
- Agent Performance Report – Daily
- Hourly Report – Daily
- Inbound Report – Daily & Monthly
- Outbound Report – Daily
- Customer Feedback Report – Daily
- Customer Request Report on IVRS – Daily
- Telephone Line Status Report – Daily
- Average Talk Time Report – Weekly & M