Subject Matter Expert

Crawford & Company; Manila; On-site; PHP 360,000 - 520,000; Full time

Job summary

Crawford & Company Manila is seeking a Subject Matter Expert to support training, handle escalated calls, and transfer knowledge to team members. This role frees supervisors to coach and work with agents by relying on SMEs for questions in their area of expertise.

You will mentor staff, assess business operations, identify improvement opportunities, and help implement solutions. A Bachelor's degree and strong English communication are required, with excellent customer orientation and active

Qualifications

• Bachelor's degree is required.
• 1 year SME experience or 1 year tenure in current process.
• Excellent communication and interpersonal skills.
• Proficiency in English, both verbal and written.
• Strong customer orientation and active listening.

Responsibilities

• Applying subject expertise in evaluating business operations and processes.
• Identifying areas where solutions would improve business performance.
• Consulting across business operations, providing mentorship, and contributing specialized knowledge.
• Recommending solutions and determining development requirements.
• Providing subject expertise and guidance to staff (nesting, endorsement, transition to Operations).
• Overseeing the development, testing, and implementation of solutions.
• Determining whether solutions meet defined requirements.
• Verifying reference information, including DTPs and system requirements.
• Ensuring accurate representation of expertise prior to the distribution of solutions to end-users.
• Documenting processes and disseminating information to all relevant stakeholders.

Skills

Communication

Interpersonal skills

English proficiency

Phone handling

Customer orientation

Active listening

Education

Bachelor's degree

Job description

Job Description

This position can assist leads and managers when it comes to training, dealing with escalated calls, and helping transfer knowledge to other team members. It will also free up supervisors to spend more time coaching and working with agents, since team members will rely on SMEs for questions related to their area of expertise.

This position can assist leads and managers when it comes to training, dealing with escalated calls, and helping transfer knowledge to other team members. It will also free up supervisors to spend more time coaching and working with agents, since team members will rely on SMEs for questions related to their area of expertise.

Responsibilities

• Applying subject expertise in evaluating business operations and processes.
• Identifying areas where solutions would improve business performance.
• Consulting across business operations, providing mentorship, and contributing specialized knowledge.
• Recommending solutions and determining development requirements.
• Providing subject expertise and guidance to staff (nesting, endorsement, transition to Operations).
• Overseeing the development, testing, and implementation of solutions.
• Determining whether solutions meet defined requirements.
• Verifying reference information, including DTPs and system requirements.
• Ensuring accurate representation of expertise prior to the distribution of solutions to end-users.
• Documenting processes and disseminating information to all relevant stakeholders.

Qualifications

• Bachelor's degree is required.
• At least one (1) year equivalent work experience as SME (external) or 1 year tenure in current process (internal).
• Excellent communication and interpersonal skills with people at all levels.
• Proficiency of the English language, both in verbal and written.
• Strong customer orientation, active listening, and excellent phone handling skills.