Subject Matter Expert (Support&Ops)

Job description

Conducts quality (soft skill & Language) review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved. Audits representatives' inbound and outbound phone calls and/or correspondence, observing tangibles and intangibles of customer experience. Testing tickets and process compliant to policies and procedures Participate in process reviews to inform the resolution of defects. Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each phone representative and to ensure representatives' availability during audit periods. Take responsibility for providing and maintaining internal process metrics and tracking key deliverables Evaluates and records the quality and performance during each call. Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions. Provides feedback on uniform application of guidelines and procedures. Provides critical data used to generate weekly or monthly reports on the performance of phone, chat or email representatives. Identifies adverse performance trends and patterns. Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity. Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures. Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training. Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines. Develops job aides and other tools to assist representatives in improving overall quality of interactions. Other duties as assigned by Management. Key Responsibilities Should possess skills to turn data into information, information into insight and insight into business decisions. Should have knowledge to identify business trends utilizing real data to optimize statistical efficiency and quality. Should be able to conduct full lifecycle analysis to include requirements, activities, and design. Should have knowledge to develop analysis and reporting capabilities. Experience in creating database on MS Excel, MS Access, SQL Should have knowledge on MS Azure Cloud Data factory, Blob, or any other tool for storing large quantities of data. Should know how to administer containers in MS Azure. Should be able to deploy and schedule pipeline. Experience in storing data, creating reports, analyzing reports, creating custom reporting pivots, charts and sharing findings with various departments, project stakeholders and management. Identify, Analyze and Interpret trends or patterns in complex data sets. Work with management to prioritize business and information needs. Design Executive Reports for CXOs, EVPs and/or any other Executives Design, create, alter, validate, and maintain Data Solutions, to meet business needs. Compile analysis reports that are delivered to client and then follow-up on all results. Determine and document project requirements for business processes and abide by those requirements for future projects’ reporting. Interpreting data, analyzing results using statistical techniques and providing ongoing reports Acquiring data from primary or secondary data sources and maintaining databases. Database may be any tool like MS Excel, MS Access, or Business Objects, etc. Knowledge on MS Power Automate Should be able to create automated workflows between apps and services to synchronize files, get notifications, collect data and more. Should possess knowledge on building apps using MS Power Apps Good to know how to write code to extend business app creation and customization using MS Power Apps Skill Requirements null Other Requirements null Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. 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