Experience
3 - 8 yrs
Salary (CTC)
₹5.1L - ₹5.6L
Job Location
Mumbai, India
Vacancy
6
Designation
SME
Job Type
Not specified
Job Description
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 simranbagga@policybazaar.com or 9311501270
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