Role & responsibilities

Key Responsibilities

- Act as the process expert and provide floor-level support to agents on process, policy, and system-related queries.

- Ensure adherence to defined process guidelines, SOPs and quality standards.

- Support Team Leads in driving operational performance and achieving key business metrics.

- Conduct regular knowledge-sharing sessions, refreshers, and huddles to improve team capability and process understanding.

- Assist in onboarding, training, nesting, and upskilling of new hires.

- Monitor transactions and identify process gaps, trends, and improvement opportunities.

- Perform periodic audits and compliance checks to ensure adherence to client and organizational requirements.

- Provide real-time guidance and coaching to agents to improve productivity, quality, and customer experience.

- Analyze recurring issues and recommend corrective and preventive actions.

- Support calibration sessions with Quality, Operations, and Client teams to ensure alignment on expectations and standards.

- Act as a bridge between Operations, Quality, Training, WFM, and other support functions for effective issue resolution.

- Prepare and maintain operational reports, trackers, and performance dashboards as required.

- Participate in client meetings, process reviews, and governance calls when required.





- Escalate risks, process concerns, and performance-impacting issues proactively to the Team Lead or Operations Manager.

- Foster a positive and engaging work environment while promoting teamwork and collaboration.

- Handle frontline contacts for knowledge retention and whenever directed.

Key Skills & Competencies

- Strong process and domain knowledge.

- Excellent analytical and problem-solving abilities.

- Effective communication and stakeholder management skills.

- Ability to coach, mentor, and influence team members.

- Positive understanding of Quality, Compliance, and Productivity Metrics.

- Proficiency in MS Excel, reporting, and dashboard management.

- Ability to work in a fast-paced and dynamic environment.

- Strong customer-centric and continuous improvement mindset.

Preferred Experience

- 1-3 years of relevant experience in the process/eCommerce (B2C) domain.

- Demonstrated expertise in handling complex cases and process escalations.

- Prior experience as a SME, Trainer, or acting Team Lead is preferred.

Success Metrics

- Teams Customer Satisfaction Scores

- Team’s Quality Scores

- Team’s Productivity Metrics

- PKT scores.

- Process Improvement Contributions

- Stakeholder Satisfaction

📌 Subject Matter Expert (Noida)
🏢 Tech Mahindra
📍 Noida