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Subject Matter Expert

Fresher   Chennai, Coimbatore   28 Feb, 2026
Hucon Solutions India PvtLtd
Job LocationChennai, Coimbatore
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    Subject Matter Expert (SME)Experience Required: 3 Years Location: Chennai / Coimbatore Industry: BPO / KPO / Customer SupportJob SummaryWe are seeking an experienced BPO Subject Matter Expert (SME) with strong process knowledge and operational expertise. The SME will act as a process authority, support agents and team leaders, ensure quality performance, and drive continuous improvement in service delivery.Key Responsibilities
    • Act as the primary process expert for assigned BPO operations
    • Provide real-time support to agents for complex customer issues
    • Conduct process trainings, refreshers, and knowledge sessions
    • Ensure adherence to SOPs, SLAs, and quality standards
    • Identify process gaps and recommend improvements
    • Support audits, quality checks, and performance reviews
    • Assist in onboarding new team members
    • Collaborate with QA, operations, and leadership teams
    Required Qualifications
    • Graduate in any discipline (preferred)
    • Minimum 3 years of experience in BPO/customer service operations
    • Strong understanding of call handling, escalation management, and KPIs
    • Experience in voice/non-voice/process operations
    • Excellent communication and problem-solving skills
    Preferred Skills
    • Experience as SME, Team Lead, or Quality Analyst
    • Process documentation & reporting
    • Coaching and mentoring skills
    • Familiarity with CRM tools and workflow systems
    Key Performance Areas (KPIs)
    • First Call Resolution (FCR)
    • Quality scores
    • SLA adherence
    • Process improvement initiatives
    • Agent performance uplift

Keyskills :
crmsme

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