JOB DESCRIPTION – SUBJECT MATTER EXPERT (SME)

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 explicit 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 transparent 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

📌 Subject Matter Expert Navi Mumbai
🏢 3i Infotech
📍 Navi Mumbai