Job DescriptionRole Overview
nWe 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.
nIn 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.
nThis is a high-impact individual contributor role that blends domain expertise, data-driven decision-making, and operational leadership.
nKey Responsibilities
n1. Global Knowledge & Process Ownership
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- Act as the go-to expert for process and policy-related queries across global teamsn
- Ensure consistency and standardization of workflows across regionsn
- Analyze monthly operational and QA performance data to identify trends and gapsn
- Recommend and implement scalable,



process-driven solutions to reduce recurring issuesn
- Own and continuously improve internal documentation, SOPs, and knowledge repositoriesn

n2. Training & Enablement
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- Partner with Enablement teams to design and enhance training programs and materialsn
- Conduct onboarding sessions and ongoing training for current and existing team membersn
- Identify knowledge gaps proactively and implement targeted learning interventionsn
- Drive continuous upskilling across teams to improve quality and efficiencyn

n3. Quality Assurance & Continuous Improvement
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- Review QA trends and generate actionable insights to improve performance and product understandingn
- Monitor effectiveness of improvement initiatives and validate measurable outcomesn
- Introduce scalable improvement frameworks (e.g., query resolution models, knowledge-sharing mechanisms)n
- Promote a culture of continuous improvement and operational

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