Subject Matter Expert & Training Advisor

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

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