Job Title: Subject Matter Expert (SME) – International Inbound Voice

Location: Hyderabad / Bangalore

Client: Sagility

Notice Period: 30 Days

Job Summary

We are seeking a knowledgeable and proactive Subject Matter Expert (SME) to support an International Inbound Voice process. The SME will act as a bridge between agents and leadership, providing floor support, process guidance, and driving performance improvement.

Key Responsibilities
Provide real-time floor support to Customer Service Executives (CSEs)
Handle complex queries and customer escalations
Assist in improving team performance on KPIs such as Quality, AHT, and CSAT
Conduct refresher trainings and knowledge-sharing sessions
Support new hires during nesting and transition phases
Monitor calls and provide constructive feedback to agents
Ensure process adherence and compliance with client guidelines




Collaborate with Team Leaders and Quality teams for continuous improvement
Maintain process documentation and updates

Eligibility Criteria
Minimum 3.6+ years of experience as a CSE in International Inbound Voice process
Strong understanding of call handling, customer service, and process workflows
Valuable communication and interpersonal skills
Experience in handling customer escalations and providing resolutions
Flexibility to work in shifts

Preferred Skills
Prior experience as an SME or in a support role is an advantage
Exposure to healthcare/BPO domain is a plus
Strong analytical and problem-solving skills
Ability to multitask and work in a quick-paced setting

Education
Graduate in any discipline

📌 Subject Matter Expert Bengaluru (India)
🏢 Trigent Software
📍 India