Subject Matter Expert

5 days ago

Quezon City, National Capital Region, Philippines Tech Mahindra Full time ₱300,000 - ₱360,000 per year

Roles and Responsibilities

The Subject Matter Expert (SME) is responsible for providing process expertise, real-time operational support, and performance guidance to the operations team. Acting as a bridge between frontline agents, quality, and training teams, the SME ensures service excellence, process compliance, and continuous improvement in line with client expectations.

Skills

  • In-depth knowledge of the specific process, product, or client account handled.
  • Strong understanding of CRM systems, ticketing tools, and reporting dashboards.
  • Ability to interpret and explain SLAs, KPIs, and compliance requirements.
  • Clear verbal and written skills for explaining complex topics simply.
  • Capability to train and mentor team members effectively.
  • Quick thinking for resolving escalations and workflow issues.
  • Accuracy in monitoring processes and identifying discrepancies.
  • Ability to work cross-functionally with various teams.

Behavioral Attributes

  • Proactive and approachable in providing support.
  • Strong ownership and accountability.
  • Resilient under high-pressure and fast-paced environments.

Requirements & Qualifications

· 2 years Diploma Course or Highschool graduate but with strong relevant experience

· Good analytical and problem-solving skills

· Good documentation skills and proficient in MS Excel, MS Word and MS PowerPoint

· Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days

· Strong adaptability to new tools, technologies, and workflows.

Job Type: Full-time

Pay: Php29, Php30,000.00 per month

Work Location: On the road

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