Sr. SME, Operations

Concentrix; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Concentrix is seeking an experienced SME, Operations (Fraud Voice) to handle real-time fraud escalations from Hyderabad. The role requires 5+ years total experience with 2+ years in Fraud Voice Operations, and a strong focus on customer interaction, de-escalation, and accurate risk containment.

You will support agents on the floor, drive CSAT, AHT and FCR, and coach teams to improve compliance during high-risk calls. A graduate degree is preferred and the position is on-site in Hyderabad.

Qualifications

• 5+ years total experience with at least 2+ years in Fraud Voice Operations (customer-facing).
• Strong verbal communication and active listening with excellent de-escalation skills.
• Ability to verify transactions and respond to suspicious activity while minimizing friction for customers.

Responsibilities

• Handle live escalation calls and take over real-time de-escalation from customers with suspicious activities.
• Provide Voice Floor Support to assist agents during high-risk calls, asking probing questions.
• Influence call quality and metrics such as CSAT, AHT, and FCR through coaching and calibration.
• Ensure immediate containment steps (e.g., blocking cards, freezing accounts) are executed accurately.
• Conduct side-by-side coaching and calibrate calls with QA to improve compliance.

Skills

Customer interaction

De-escalation

Fraud knowledge

Communication

Coaching

Quality assurance

Education

Any Graduate or Master’s degree

Job description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.Job Description: SME, Operations – Fraud VoiceThis role focuses on live phone escalations, real-time transaction verification, and immediate account containment.Position: SME, Operations (Fraud Voice)Job Location: HyderabadTotal Experience: 5+ YearsRelevant Experience: 2+ Years in Fraud Voice Operations (Customer-facing Fraud Inbound/Outbound)Key ResponsibilitiesLive Escalation Handling: Take over real-time de-escalation calls from customers querying suspicious account activities or blocked transactions.Voice Floor Support: Provide live support on the floor to assist agents in asking the right probing questions during high-risk calls.Call Quality & Metrics: Assist in driving customer-centric metrics, including Customer Satisfaction (CSAT), Average Handling Time (AHT), and First Contact Resolution (FCR).Risk Containment: Ensure agents execute immediate containment steps flawlessly (e.g., blocking cards, freezing accounts) to stop active fraud.Coaching & Call Calibration: Conduct side-by-side coaching sessions and calibrate calls with Quality Assurance to improve agent communication and compliance.Domain-Specific Knowledge and SkillsCustomer Interaction: Exceptional verbal communication, active listening, and strong de-escalation skills when dealing with distressed fraud victims.Suspicious Activity Probing: Ability to verify transactions effectively while balancing risk mitigation and friction-free customer experience.Account Takeover Response: Mastery in handling live security/identity checks to confirm unauthorized account access patterns.Email & Call Etiquette: Perfect phone etiquettes and crisp professional communication for documenting account history post-call.Educational qualification: Any Graduate or MastersDisclaimer: -'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'