Subject Matter Expert

2 weeks ago

Ortigas Metro Manila, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year

Job Overview:

We are looking for a detail-oriented and proactive SME to ensure the accuracy, clarity, and consistency of communication materials (i.e., spiels, responses) used in customer engagement. This role will serve as the main point of contact (POC) for cascades, conduct regular audits of responses, and identify opportunities for operations process improvements.

Key Responsibilities:

  • Conduct weekly and daily reviews of the content calendar
  • Create FAQs and customer handling
  • Act as the primary point of contact for all cascades and content-related updates.
  • Perform snap audits of customer responses to maintain quality standards and alignment with guidelines.
  • Drive operations process improvements by identifying gaps, recommending solutions and supporting implementation.

Competency Requirements:

  • Strong knowledge of the products and services.
  • Excellent writing proficiency, with no issues in grammar or sentence construction.
  • Sharp discernment and ability to understand and analyze customer concerns.
  • Strong scenario mapping skills to anticipate possible situations and craft appropriate responses.

Preferred Qualifications:

  • Experience in content management, quality assurance, or operations support.
  • Background in customer service or communications is a plus.
  • Ability to work independently and collaborate across teams.

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