Subject Matter Expert

Job Summary:

The Subject Matter Expert (SME) is responsible for providing in-depth process knowledge, supporting operations with complex issue resolution, and ensuring process excellence. The SME acts as a bridge between operations, quality, and training teams to drive accuracy, compliance, and performance improvement.

Key Responsibilities:

• Serve as a process expert and point of contact for all operational queries.
• Support new hire and refresher training by sharing process expertise and updates.
• Monitor and evaluate team performance to identify knowledge gaps and provide corrective guidance.
• Assist in process documentation, SOP updates, and knowledge base management.
• Conduct floor support and live monitoring to ensure adherence to process standards.
• Collaborate with Quality and Training teams for calibrations and process improvements.
• Analyze performance data and recommend actions to enhance accuracy and efficiency.
• Support the transition of new processes and handle client interactions when required.
• Identify best practices and share insights with cross-functional teams.
• Ensure compliance with client and organizational policies, procedures, and SLAs.