About this role
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.
We are seeking a highly motivated and knowledgeable Subject Matter Expert (SME) to join our team. The ideal candidate will serve as the primary process and product expert, providing real-time support to frontline agents, assisting with escalations, ensuring compliance with established procedures, and driving continuous improvement initiatives to enhance operational performance and customer experience.
Key Responsibilities
• Provide floor support and process guidance to agents. • Handle complex customer concerns and escalations. • Ensure adherence to client policies, procedures, and compliance requirements. • Support training, refreshers, and knowledge-sharing activities. • Identify operational gaps and recommend process improvements. • Partner with Operations, Quality, and Training teams to drive performance and service excellence. • Maintain accurate documentation and communicate process updates effectively.
Qualifications
• At least 1–3 years of contact center experience. • Strong communication, problem-solving, and analytical skills. • Experience in escalation handling, coaching, or process support preferred. • Knowledge of insurance or financial services operations is an advantage.