Subject Matter Expert / Trainer

Key Responsibilities

SME / Trainer / Content development

• Utilize domain expertise to improve output quality and training effectiveness.
• Identify training needs and clarify process/tool usage for team members.
• Guide and support team members in resolving complex queries.
• Conduct research and ensure accuracy of data and documentation.
• Establish and maintain documentation standards.
• Review materials for clarity, accuracy, and compliance.
• Perform root cause analysis and recommend process improvements.
• Share knowledge and maintain repositories for easy access.
• Advise on process and product usage; provide feedback to vendors.
• Make decisions on flagged cases and ensure timely resolution.
• Create quality test results and identify improvement areas.
• Support onshore branches with process-related queries.
• Develop reports and interpret data for performance improvement.
• Monitor end-to-end process lifecycle and ensure quality compliance.
• Validate transactions and adopt new technologies for efficiency.

Content Developer

• Design, develop, and update training materials (e-learning modules, guides, job aids, videos, assessments).
• Collaborate with SMEs, trainers, and stakeholders to ensure content accuracy and relevance.
• Utilize authoring tools and LMS platforms for content delivery.
• Ensure content clarity, engagement, and alignment with learning objectives.
• Manage multiple content development projects and meet deadlines.
• Take ownership of SME/Trainer responsibilities as needed.

Required Skills & Qualifications

• Strong domain knowledge in relevant processes.
• Excellent communication and presentation skills.
• Proficiency in content development tools and LMS platforms.
• Analytical mindset with problem-solving abilities.
• Ability to manage multiple priorities and meet deadlines.

Desired Qualification/Experience:

• Min 5-7 years of experience in the industry
• Any Graduate/Diploma holder
• Should possess good analytical and problem-solving skills.
• Adaptable to learn new processes, concepts, and skills.
• Should be willing to work in shifts.
• Learn quickly and take ownership of responsibilities