SME

Teleperformance (TP)

2 - 4 years

4 - 5 Lacs

hyderabad

Posted:1 day ago| Platform:

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Skills Required

customer service calls sme inbound operations bpo chat csat voice

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

We are looking for a dynamic and experienced Subject Matter Expert (SME) to support our Customer Service operations. The SME will act as a key point of contact for process knowledge, training, and quality assurance, ensuring that the team delivers exceptional customer service aligned with organizational goals.

Key Responsibilities:

Serve as the go-to expert for customer service processes, policies, and tools.
Provide floor support to agents and assist in resolving complex customer issues.
Conduct process training and refreshers for new and existing team members.
Monitor and analyze performance metrics to identify areas of improvement.
Collaborate with Quality and Training teams to enhance service delivery.
Create and maintain process documentation and knowledge base articles.
Participate in calibration sessions and provide feedback to improve consistency.
Support new process transitions and updates.

Preferred candidate profile

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