We are looking for a knowledgeable and proactive Subject Matter Expert (SME) to support operations by providing guidance, resolving complex issues, and ensuring process adherence. The SME will serve as a key point of contact for agents and help drive team performance and quality.



Key Responsibilities:



Act as the primary support for agents on process-related queries and escalations



Provide real-time assistance in handling complex customer concerns



Monitor team performance and ensure adherence to processes and quality standards



Conduct coaching, knowledge-sharing sessions, and refresher trainings



Assist Team Leads in driving KPIs and improving overall team performance



Help in onboarding and training new hires



Coordinate with other departments to resolve operational issues



Qualifications:



At least 2nd year college completed or a college grad...