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 recent 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

📌 Team Lead Customer Experience Karnataka
🏢 Multiplier
📍 Karnataka