Quality Assurance Subject Matter Expert

Overview

Quality Assurance Subject Matter Expert (QA SME) acting as a peer leader and quality resource for complex customer experience audits and scoring scenarios.

What you'll do

• Support complex audit scenarios, scoring questions, and policy interpretations.
• Guide teammates through QA workflows and help resolve scoring questions.
• Champion best practices to improve audit accuracy and feedback quality.
• Support calibration sessions by identifying alignment opportunities and reinforcing scoring standards.
• Partner with leadership, Operations, and Training to identify knowledge gaps and process inconsistencies.
• Assist with audit reviews, deep-dives, and root-cause analysis of customer contact trends.
• Escalate quality-related or customer-impacting issues through the appropriate resolution path.

What you'll need

• Strong performance metrics over the past 3 months.
• Excellent tool proficiency, workflow knowledge, and understanding of QA standards.
• Strong attention to detail to evaluate quality scenarios with accuracy, fairness, empathy, and consistency.
• Comfort supporting teammates with complex audit questions and process clarifications.
• Proactive, analytical, and collaborative mindset focused on practical improvements.
• Clear verbal and written communication, with time management across multiple priorities.

Details

• Location: Hyderabad, India.