Subject Matter Expert (SME) International Banking Process

You will be working with a leading BPO in Bangalore/Gurgaon as a Subject Matter Expert (SME) in the International Banking Voice Process. Your primary focus will be to provide exceptional customer service and support to advisors to enhance the overall customer experience. Key Responsibilities: - Groom new hires and provide floor support - Offer real-time assistance to advisors - Monitor performance and identify root cause issues - Recommend solutions and evaluate performance effectively - Coach individuals, provide feedback, and handle voice calls and chats - Conduct transaction monitoring evaluations Qualifications Required: - Excellent written and verbal communication skills - Strong customer service aptitude - Proficiency in Excel and analytical skills - Flexibility, sensitivity, and open-mindedness when dealing with customers - Expertise in Banking products, especially credit cards - Experience in handling voice and chat transactions and knowledge of quality metrics and guidelines You will need to create, maintain, and execute coaching plans to ensure upskilling to meet and exceed performance targets. Collaborating with customers to deliver high levels of First Contact Resolution and Customer Satisfaction will be crucial. Conducting audits of processes and transactions to identify areas for improvement, monitoring quality performance, and providing feedback to team members are also essential aspects of this role. If you enjoy working in a challenging and dynamic environment and have a passion for delivering excellent customer service, then this role is perfect for you. Interested candidates can send their CV to simmi@hiresquad.in or call at 8467054123 to explore this exciting opportunity further.,