Subject Matter Expert

Teleperformance (TP)

3 - 8 years

6 - 10 Lacs

hyderabad

Posted:1 day ago| Platform:

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Skills Required

customer experience training customer experience management performance evaluations customer management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities:

Act as the primary domain expert for processes, systems, and product knowledge.
Provide on-floor support and handle complex or escalated customer issues.
Collaborate with training teams to develop and deliver refresher sessions, process updates, and capability-building programs.
Conduct regular audits, quality checks, and performance evaluations of team members.
Identify process gaps and recommend solutions to improve accuracy, efficiency, and customer satisfaction.
Document process updates, SOP changes, and ensure the team is aligned with the latest guidelines.
Work closely with Quality, Operations, and Training teams to drive process standardization.
Analyze trends, prepare reports, and highlight improvement areas.
Support new joiners through nesting, mentoring, and hands-on guidance.
Ensure compliance with policies, KPIs, SLAs, and client expectations.

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