Subject Matter Expert (SME)

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. 

We are seeking a Subject Matter Expert (SME) who will bring advanced operational knowledge to the team and act as a critical support resource for both Specialists and Team Leads. In this role, the SME will handle complex or escalated cases, interpret policies, and provide clarity on processes and tools. They will serve as the go‑to authority for nuanced inquiries, ensuring that the broader team is equipped with accurate information and consistent guidance. This individual will play a central role in maintaining high-quality standards, supporting calibrations, and partnering closely with Training and Quality teams to enhance overall performance and customer outcomes.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

Key Responsibilities:

• Provides in‑depth support for complex or escalated customer inquiries, using advanced operational understanding to resolve issues that require higher‑level expertise or nuanced decision‑making.
• Provides expert oversight for a group of roughly 30 agents, acting as a key resource for Specialists and Team Leads by offering timely, accurate guidance on policies, processes, and tools.
• Collaborates closely with the Quality and Training teams to maintain consistency across the operation, helping align communication, standards, and procedures so that customer responses remain accurate, compliant, and aligned with best practices.
• Oversees the development, updating, and accuracy of knowledge documentation, contributing to process improvements and ensuring that operational materials remain current and easy for the team to use.
• Participates actively in calibration sessions to help reinforce operational excellence, aligning interpretations of policy and quality expectations across all teams involved in customer support.

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• 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.

• Experience with process improvement or root-cause analysis.
• Background in training or quality calibration support.
• Advanced technical/tool expertise or related certifications.