Leading BPO in Hyderabad

Hiring for Subject Matter Expert (SME)

Location: Hyderabad

International Customer Service Voice Experience is Mandatory

CTC: Up to 6 LPA

247 Rotational Shifts

Immediate Joiners Only

Eligibility Criteria

- International Customer Service Voice experience is mandatory.

- Candidates should be either
- SME on papers, or
- Tenured Senior Executive with relevant experience.

Key Responsibilities

- Conduct call audits on product, process, communication, and soft skills.
- Deliver coaching and feedback to improve team performance.
- Analyze quality data and prepare reports/presentations.
- Participate in calibration sessions to ensure scoring consistency.
- Identify process improvement opportunities and drive corrective actions.
- Support new hires through knowledge sharing and floor support.




- Ensure compliance with internal policies and quality standards.
- Prepare and execute Training Needs Analysis (TNA).
- Provide real-time production support and handle client/customer interactions when required.

Desired Skills

- Strong knowledge of audit, coaching, and quality processes.
- Excellent communication, analytical, and problem-solving skills.
- Good presentation and feedback delivery skills.
- Proficiency in MS Excel, PowerPoint, and MS Office.
- Solid customer service orientation and teamwork.
- Ability to analyze data and work under pressure.

Education

Graduate (Mandatory)

Interested candidates can share their updated CV at: [email protected]

📌 SME//Subject Matter Expert//International BPO (Hyderabad)
🏢 Hiresquad
📍 Hyderabad