Subject Matter Expert

Job Title: Subject Matter Expert (SME) Customer Support Verification

Key Responsibilities:

• Verify customer support cases for accuracy and compliance.
• Review agent interactions (calls, chats, emails) and identify errors.
• Handle escalations and provide guidance to support agents.
• Ensure adherence to company policies, SOPs, and quality standards.
• Conduct coaching sessions and share feedback with team members.
• Monitor KPIs such as quality, accuracy, and turnaround time.
• Prepare reports and collaborate with QA and operations teams to improve processes. These responsibilities are commonly expected in SME customer support roles.

Preferred Qualifications:

• 2+ years of experience in customer support, with at least 1 year in an SME, QA, or Team Lead role.
• Strong communication and analytical skills.

Interested candidates can directly share their resume on [email removed] or [phone removed]