Suject Mater Expert

Globiva; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Globiva in Gurgaon is seeking a Subject Matter Expert (SME) to act as a process and product expert and provide real-time support to the operations team. This onsite role requires handling complex queries, escalations, and ensuring process compliance.

You will train agents, share knowledge, monitor adherence, and collaborate with Training, Quality, and Operations to drive performance and customer experience. Immediate joiners preferred.

Qualifications

• Minimum 12 years of BPO experience as an SME.
• Strong knowledge of the relevant process/product.
• Excellent communication and interpersonal skills.
• Good problem-solving and analytical abilities.
• Strong understanding of BPO metrics, quality, and process compliance.
• Ability to handle escalations and work under pressure.
• Immediate joiners preferred.
• Relevant process experience mandatory.

Responsibilities

• Act as a process and product expert and provide real-time support to the operations team.
• Handle complex customer queries, escalations, and process-related issues.
• Support Team Leaders and agents with process clarifications and resolution.
• Conduct refresher training, knowledge-sharing sessions, and process updates.
• Monitor process adherence and identify knowledge gaps among agents.
• Assist in improving team performance, quality, and customer experience.
• Maintain and update process documentation, SOPs, and FAQs.
• Coordinate with Training, Quality, and Operations teams for process improvement.
• Ensure adherence to company policies, client guidelines, and compliance requirements.
• Support new process launches and communicate process changes effectively.

Skills

Communication skills

Interpersonal skills

Problem solving

Analytical abilities

BPO metrics & compliance

Job description

Job Description Subject Matter Expert (SME)

Position: Subject Matter Expert (SME)

Industry: BPO

Location: Gurgaon

Work Mode: Onsite

Key Responsibilities:

• - Act as a process and product expert and provide real-time support to the operations team.


• - Handle complex customer queries, escalations, and process-related issues.


• - Support Team Leaders and agents with process clarifications and resolution.


• - Conduct refresher training, knowledge-sharing sessions, and process updates.


• - Monitor process adherence and identify knowledge gaps among agents.


• - Assist in improving team performance, quality, and customer experience.


• - Maintain and update process documentation, SOPs, and FAQs.


• - Coordinate with Training, Quality, and Operations teams for process improvement.


• - Ensure adherence to company policies, client guidelines, and compliance requirements.


• - Support new process launches and communicate process changes effectively.

Requirements:

• - Minimum 12 years of BPO experience, as an SME.


• - Strong knowledge of the relevant process/product.


• - Excellent communication and interpersonal skills.


• - Good problem-solving and analytical abilities.


• - Strong understanding of BPO metrics, quality, and process compliance.


• - Ability to handle escalations and work under pressure.


• - Immediate joiners preferred.


• - Relevant process experience is mandatory.