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Policybazaar logo

Subject Matter Expert

4 - 6 years

3 - 4 Lacs

Gurugram

Posted:1 day ago| Platform: Naukri logo

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Skills Required

Team Handling Lead Generation Cold Calling Calling Process Voice

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary: We are looking for a motivated and experienced Subject Matter Expert (SME) to support and lead a high-performing calling team. The SME will act as a knowledge resource for both process and product, mentor team members, drive operational excellence, and ensure quality service delivery. The ideal candidate will have hands-on calling experience, strong communication skills, and proven ability to manage performance and coach team members effectively. Key Responsibilities: Serve as a process expert and first point of contact for escalations and complex queries within the team. Mentor and guide a team of calling agents to ensure performance targets are consistently met. Conduct regular training sessions and refreshers on process updates, product knowledge, compliance, and soft skills. Monitor team performance through quality audits, feedback, and KPIs (e.g., call quality, AHT, conversion rates). Analyze call trends and team metrics to identify areas for improvement and provide actionable insights. Collaborate with team leaders and managers to plan and implement process improvements. Conduct floor support and real-time assistance during peak hours. Prepare reports on team performance, quality scores, and escalations for management review. Ensure adherence to compliance standards, process documentation, and SOPs. Act as a bridge between operations and training/quality departments. Qualifications: Bachelors degree in any discipline. 2–4 years of experience in a calling profile (inbound/outbound), preferably in [BPO/Insurance/Banking/Telecom/Healthcare]. Prior experience in a mentoring, coaching, or SME role is required. Strong understanding of KPIs, call metrics, and quality standards. Excellent communication, presentation, and interpersonal skills. Ability to work under pressure and manage multiple priorities. Preferred Skills: Exposure to team management or supervisory responsibilities. Knowledge of compliance and quality assurance processes. Familiarity with industry-specific terminology and client interaction protocols. What We Offer: Competitive salary and performance bonuses. Opportunities for career growth and leadership development. Supportive and collaborative team culture. Comprehensive training programs.

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www.policybazaar.com

Insurance

Gurgaon Haryana

1001-5000 Employees

414 Jobs

    Key People

  • Yashish Dahiya

    Co-Founder & CEO

  • Alok Bansal

    Co-Founder & CFO

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