Subject Matter Expert

Key Responsibilities: Serve as the primary point of contact for escalations and process-level clarifications. Lead and mentor a team of 6–7 agents, ensuring achievement of KPIs and SLAs. Facilitate knowledge transfer, upskilling, and performance coaching for team members. Assist in process audits, root cause analysis, and implementation of corrective actions. Support training initiatives and contribute to process documentation and updates. Maintain accurate performance and quality reports for leadership review. Collaborate with internal teams to streamline workflows and improve customer satisfaction. Ensure compliance with operational and regulatory guidelines. Required Skills & Qualifications: Bachelor’s degree or equivalent work experience. 4–5 years of total work experience, including: Minimum 2 years of calling/customer interaction experience Minimum 1 year as a Subject Matter Expert Proven experience in leading a team of 6–7 members Strong analytical, communication, and leadership skills. Good understanding of call center metrics (AHT, CSAT, QA scores, etc.) Proficient in MS Office tools and CRM platforms.