SME

The Subject Matter Expert (SME)

Role

The Subject Matter Expert (SME) acts as the knowledge anchor and process excellence driver for the Deal Operations function. The SME provides in-depth support to production teams, ensures process adherence, quality compliance, and timely resolution of complex queries, and partners with QA and Training teams to improve accuracy and efficiency. This role is pivotal in bridging process knowledge gaps and maintaining the integrity of deliverables across workflows.

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Key Responsibilities

Process Expertise & Support

Serve as the primary point of contact for process clarifications, escalations, and deal/order exceptions.

Review and validate complex order forms, contracts, and renewals to ensure completeness and compliance with client policies.

Conduct root cause analysis (RCA) for errors and partner with QA teams on corrective/preventive actions.

Collaborate with the Training and QA functions to design PKTs, refresher sessions, and SOP updates.

Quality & Governance

Monitor audit findings and drive accuracy improvements through coaching and process feedback.

Support live audits, dipstick checks, and participate in error calibration sessions with QA.

Track top error categories and publish weekly insights to drive process adherence.

Ensure updated SOPs and knowledge bases are version-controlled and accessible to all teams.

Operational Delivery

Ensure timely and accurate completion of order creation and deal validation tasks.

Support delivery teams during new workflow transitions or policy updates.

Assist in preparing performance reports, RCA summaries, and dashboard insights for internal reviews.

Stakeholder & Cross-Functional Collaboration

Liaise with internal teams (Ops, QA, Training, and Tools) to ensure process alignment.

Participate in client calibration and business review discussions when required.

Partner with the Quality team to test and validate new AI tools, process automations, or rule changes.

Key Deliverables

100% SLA adherence on quality and turnaround time.

Reduction in repeat and non-compliance errors.

Weekly RCA summaries and TNI reports.

SOP updates and process enhancement proposals.

Active participation in calibrations and governance forums.

Qualifications & Experience

Graduate with 3 to 6 years of experience in Deal Operations / Order Management / Contract QA / Quality Control.

Minimum 2 years as a process SME, trainer, or QA reviewer preferred.

Strong knowledge of Google tools, Salesforce, or other CRM systems is a plus.

Proficiency in MS Excel, QA dashboards, and RCA tools.

Excellent communication, analytical, and mentoring skills.

Competencies & Skills

Deep process knowledge and attention to detail.

Ability to work in18x7 rotation shifts.

Strong analytical, problem-solving, and decision-making abilities.

High ownership and accountability in issue resolution.

Excellent stakeholder management and collaboration skills.

Ability to coach and upskill agents and maintain consistency in delivery.