Senior Executive- Subject Matter Expert

We are seeking a highly motivated and knowledgeable Subject Matter Expert (SME) to join our team. The ideal candidate will serve as the primary process and product expert, providing real-time support to frontline agents, assisting with escalations, ensuring compliance with established procedures, and driving continuous improvement initiatives to enhance operational performance and customer experience.

Key Responsibilities

• Provide floor support and process guidance to agents.
• Handle complex customer concerns and escalations.
• Ensure adherence to client policies, procedures, and compliance requirements.
• Support training, refreshers, and knowledge-sharing activities.
• Identify operational gaps and recommend process improvements.
• Partner with Operations, Quality, and Training teams to drive performance and service excellence.
• Maintain accurate documentation and communicate process updates effectively.

Qualifications

• At least 1–3 years of contact center experience.
• Strong communication, problem-solving, and analytical skills.
• Experience in escalation handling, coaching, or process support preferred.
• Knowledge of insurance or financial services operations is an advantage.