Deskripsi Pekerjaan
Take the Lead as a Subject Matter Expert at Loanworks Technologies
Are you a seasoned customer service professional ready to step into a strategic, high-impact role? Do you have a passion for coaching, training, and driving service excellence? Loanworks Technologies is seeking a dedicated and experienced Subject Matter Expert (SME) to join our growing team in Ortigas, Metro Manila.
This is more than just a job—it's a career opportunity to take a lead role in training and capability building. You will work in a highly collaborative and growth-focused environment where your expertise is valued and your professional development is a priority. As an SME at Loanworks, you will be the cornerstone of our quality assurance and learning initiatives, directly shaping the performance and success of our customer service department.
Your role will be dynamic and varied. You will be the go-to authority on our products, processes, and systems. You will design and deliver comprehensive training programs, conduct detailed quality audits, provide constructive one-on-one coaching, and lead continuous process improvement initiatives. You will also handle complex customer escalations, serving as a vital bridge between the frontline team and management.
We are looking for someone who thrives on sharing knowledge and driving excellence. If you are ready to move beyond the frontline and make a tangible impact on a team's capability, morale, and service quality, we want to hear from you. Join us in Ortigas and take the next big step in your career!
Tanggung Jawab
- Serve as the primary Subject Matter Expert for all products, services, and operational processes.
- Design, develop, and deliver engaging training programs for new hires and ongoing development sessions for existing team members.
- Conduct regular quality assurance audits on calls, chats, and cases to ensure adherence to standards.
- Provide actionable feedback, coaching, and mentoring to customer service agents to enhance their performance.
- Collaborate with Operations and Training Managers to identify skill gaps and create targeted upskilling initiatives.
- Manage and resolve complex or escalated customer issues with a focus on high satisfaction and retention.
- Create, update, and maintain knowledge base articles, process documents, and training materials.
- Participate in calibrations and cross-functional meetings to ensure alignment on quality and process standards.
Kualifikasi
- At least 2-3 years of experience as a Subject Matter Expert, Team Lead, or Senior Agent in a BPO/Call Centre environment.
- Highly knowledgeable in customer service principles, practices, and metric-driven environments.
- Proven ability to train, coach, and mentor adult learners effectively.
- Excellent verbal and written English communication skills; strong presentation and facilitation skills.
- Strong analytical and problem-solving skills, with the ability to interpret data and drive process improvements.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and the Google Suite / Microsoft Office Suite.
- Bachelor's degree in Business, Communications, or a related field is preferred.
- Willing to work full-time onsite in Ortigas, Metro Manila, and flexible with shifting schedules.