SME

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Job Title

SME

Job Description

The Subject Matter Expert (SME) is responsible for providing deep knowledge and expertise in a specific domain or process area. They support operations by delivering accurate guidance, resolving complex issues, and ensuring quality and compliance. SMEs collaborate with training, quality, and operations teams to enhance performance, develop content, and drive continuous improvement. They also serve as a key resource for escalations, process updates, and mentoring frontline staff.

Key Responsibilities

• Serve as the go-to expert for complex process-related queries and escalations.
• Support new hire and upskill training by delivering refreshers and process updates.
• Collaborate with Quality and Training teams to identify knowledge gaps and recommend solutions.
• Conduct side-by-side coaching, call listening, and feedback sessions to reinforce best practices.
• Monitor and analyze performance trends to provide insights and recommendations.
• Assist in updating knowledge base articles, SOPs, and process documentation.
• Participate in calibration sessions with QA, operations, and client stakeholders.
• Ensure alignment with client expectations and compliance with service standards.
• Provide floor support and real-time assistance to agents during live operations.
• Mentor agents and support their development through informal coaching and guidance.
  
  

Location:

PHL Quezon City - UP Tech 2

Language Requirements

Time Type:

Full time

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