Subject Matter Expert (SME) – International Inbound Voice

Trigent Software Private Limited

Job Location:

Bengaluru - India

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Subject Matter Expert (SME) International Inbound Voice
Location: Hyderabad / Bangalore
Client: Sagility

Notice Period: 30 Days

Job Summary
We are seeking a knowledgeable and proactive Subject Matter Expert (SME) to support an International Inbound Voice process. The SME will act as a bridge between agents and leadership providing floor support process guidance and driving performance improvement.

Key Responsibilities

Provide real-time floor support to Customer Service Executives (CSEs)

Handle complex queries and customer escalations

Assist in improving team performance on KPIs such as Quality AHT and CSAT

Conduct refresher trainings and knowledge-sharing sessions

Support new hires during nesting and transition phases

Monitor calls and provide constructive feedback to agents

Ensure process adherence and compliance with client guidelines

Collaborate with Team Leaders and Quality teams for continuous improvement

Maintain process documentation and updates

Eligibility Criteria

Minimum 3.6 years of experience as a CSE in International Inbound Voice process

Strong understanding of call handling customer service and process workflows

Good communication and interpersonal skills

Experience in handling customer escalations and providing resolutions

Flexibility to work in shifts

Preferred Skills

Prior experience as an SME or in a support role is an advantage

Exposure to healthcare/BPO domain is a plus

Strong analytical and problem-solving skills

Ability to multitask and work in a fast-paced environment

Education

Graduate in any discipline

Job Title: Subject Matter Expert (SME) International Inbound Voice Location: Hyderabad / Bangalore Client: Sagility Notice Period: 30 Days Job Summary We are seeking a knowledgeable and proactive Subject Matter Expert (SME) to support an International Inbound Voice process. The SME will act as...