Subject Matter Expert (SME)
On-siteWichita, Kansas, United States
Job Summary
Provide in-depth support for complex or escalated customer inquiries requiring higher-level expertise and nuanced decision-making. Offer expert oversight for a group of roughly 30 agents by delivering timely, accurate guidance on policies, processes, and tools to Specialists and Team Leads. Collaborate with Quality and Training teams to maintain operational consistency, align communication standards, and ensure customer responses remain compliant with best practices. Oversee the development and accuracy of knowledge documentation while participating in calibration sessions to reinforce operational excellence across all teams.
Required Qualifications
- 3 years of operations experience with deep process knowledge
- Proven ability to resolve high-level escalations and navigate ambiguity
- Strong analytical abilities and skill interpreting policy into practical application
- Experience developing SOPs, job aids, or knowledge base content
- Excellent cross-functional collaboration skills
- Strong attention to detail and high quality standards
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Experience with process improvement or root-cause analysis
- Background in training or quality calibration support
- Advanced technical/tool expertise or related certifications
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a LEVEL II background and/or security investigation
- Must be willing to submit to drug screening
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