SME - Internal

Qualifications:

• At least 1 year with Kryterion
• Knowledgeable with OLP and Live chat processes
• Has interest in the leadership role
• No performance issues in the last 6 months (QA, attendance)
• No HR escalation in the last 6 months
• Flexibility in schedule

Job Responsibilities:

• Develop an in-depth understanding of the assigned process or area within Kryterion operations. Stay updated with best

practices, new trends, and technological advancements related to the campaign.

• Provide comprehensive training and coaching to new hires and existing team members, enabling them to gain proficiency in the process and meet performance targets.
• Act as a point of contact for complex queries or issues that arise during shifts. Offer prompt solutions, troubleshoot

problems, and escalate matters when necessary to ensure timely resolution.

• Meet with QA, Training and Ops team and join internal calibration to stay updated and aligned with the current process.
• Maintain and update process documentation, standard operating procedures (SOPs), and knowledge repositories to

ensure a comprehensive and up-to-date knowledge base.

• Assist in the development of training materials, guides, and manuals to facilitate the onboarding of new team members

and enhance their skill sets.

• Handle actual sessions on a regular basis to maintain process expertise, identify gaps and training needs.
• Assist Team leaders in enforcing current house rules and act as shift lead when no supervisor is available.