Job Description – Subject Matter Expert (SME)

Position: Subject Matter Expert (SME)
Experience: Minimum 1 Year
Employment Type: Full-Time
Work Mode: Work From Office (WFO)
Industry: BPO / Customer Support

Job Overview

We are looking for a knowledgeable and experienced Subject Matter Expert (SME) to support daily operations, assist team members, resolve complex queries, and ensure quality service delivery. The ideal candidate should have strong communication skills, process knowledge, and the ability to guide team members effectively.

Roles and Responsibilities

- Handle complex customer queries and provide appropriate resolutions.
- Support team members with process-related questions and escalations.
- Provide guidance and clarification on process procedures and policies.
- Monitor team performance and help achieve operational targets.
- Ensure quality standards and compliance with company policies.
- Assist team leaders in managing daily operations.
- Identify process gaps and suggest improvements.
- Conduct knowledge-sharing sessions and support new employee training.




- Maintain accurate records and prepare process-related reports.
- Ensure customer satisfaction and timely resolution of issues.

Eligibility Criteria

- Minimum 1 year of relevant experience as an SME or in a customer support/BPO process.
- Good communication and interpersonal skills.
- Strong knowledge of process workflows and procedures.
- Ability to handle escalations and support team members.
- Basic computer knowledge and proficiency in MS Office.
- Strong problem-solving and decision-making skills.
- Ability to work in rotational shifts, if required.

Required Skills

- Process Knowledge
- Team Support and Coordination
- Escalation Management
- Customer Handling
- Communication Skills
- Problem-Solving
- Quality and Performance Monitoring

Pay: ₹20,000.00 - ₹22,000.00 per month

Advantages:

- Health insurance
- Provident Fund

Experience:

- SME: 1 year (Required)

Location:

- Whitefield, Bengaluru, Karnataka (Required)

Work Location: In person

📌 SME (Subject Matter Expert) (Whitefield)
🏢 Madhu Career Academy
📍 Whitefield