Subject Matter Expert

Policybazaar; Kolkata District; On-site; INR 600,000 - 900,000; Full time

Job summary

Policybazaar is seeking a Subject Matter Expert (SME) in Customer Support Verification to join our India team. You will verify customer support cases for accuracy and compliance, review agent interactions, and identify errors. You will handle escalations and provide guidance to support agents to improve quality and adherence to standards.

You will monitor KPIs, prepare reports, and collaborate with QA and operations to drive process improvements and coaching for the team.

Qualifications

• 2+ years in customer support with SME/QA or team-lead exposure.
• Strong communication and analytical skills.
• Familiarity with company policies, SOPs, and quality standards.

Responsibilities

• Verify customer support cases for accuracy and compliance.
• Review agent interactions (calls, chats, emails) and identify errors.
• Handle escalations and provide guidance to support agents.
• Ensure adherence to company policies, SOPs, and quality standards.
• Conduct coaching sessions and share feedback with team members.
• Monitor KPIs such as quality, accuracy, and turnaround time.
• Prepare reports and collaborate with QA and operations teams to improve processes.

Skills

Customer support

Communication skills

Analytical skills

QA experience

Team leadership

Job description

Job Title: Subject Matter Expert (SME) Customer Support Verification

Key Responsibilities:

• Verify customer support cases for accuracy and compliance.
• Review agent interactions (calls, chats, emails) and identify errors.
• Handle escalations and provide guidance to support agents.
• Ensure adherence to company policies, SOPs, and quality standards.
• Conduct coaching sessions and share feedback with team members.
• Monitor KPIs such as quality, accuracy, and turnaround time.
• Prepare reports and collaborate with QA and operations teams to improve processes. These responsibilities are commonly expected in SME customer support roles.

Preferred Qualifications:

• 2+ years of experience in customer support, with at least 1 year in an SME, QA, or Team Lead role.
• Strong communication and analytical skills.