Leading BPO in Hyderabad

Hiring for SME/Subject Matter Expert

International Banking Voice Process

5 Days working

Shifts 24*7

Customer Service Process

Require Either SME on Papers or Tenured Sr Executive on papers

Looking for Immediate joiners

Role and Key responsibilities:

Groom new hires & provide floor support to enhance customer experience
Real Time support to advisors and monitor performance
Identify root cause issues and recommend solutions.
Effectively monitor and evaluate performance.
Provide appropriate Coaching, evaluation feedback to Advisors.
Handle voice calls and chat within their skill set.
Perform transaction monitoring evaluations.
Create, maintain and execute coaching plans, ensuring up-skilling to meet and exceed performance targets
Work collaboratively with customers to deliver high levels of First Contact Resolution and Customer Satisfaction

Key Skills and knowledge:
Excellent written & verbal communication skills
Strong customer service aptitude
Strong Excel & Analytical skills shall be an added advantage.
flexible, sensitive and open minded when dealing with customers.
Expertise & proficiency in Banking products preferably credit cards
Experience handling voice and chat transaction.
Knowledge of Quality metrics & guidelines
Experience in coaching individuals via observation, feedback, mentoring and task demonstration
Ensure the highest standards of service delivery are maintained, monitoring quality performance and providing feedback to team members.
Conduct audits of processes and transactions to identify areas for improvement.

Interested candidates can mail their cv at or call at

Subject Matter Expert//SME//International Banking Voice Process