Subject Matter Expert

3 weeks ago

India Chegg Inc. Full time

Position Overview:

The Subject Matter Expert (SME) plays a crucial role within our team, responsible for delivering high-quality educational content and support to students. The SME will utilize their in-depth subject knowledge and experience to perform core activities such as grading, live chat support, on demand video support and quality assurance, ensuring that all content meets established standards. Additionally, the SME will provide on-demand video support, engage in community support initiatives, and conduct Q&A sessions to foster student understanding and engagement. This role demands proactive learning, the ability to handle complex tasks, and the capacity to offer constructive feedback and process improvements. The SME will also collaborate with mentors to identify and address weak areas within the team, contributing to the overall success and effectiveness of our educational programs.

Eligibility:

  • Work experience of 3 years in the relevant industry is recommended, with a portfolio to prove skill sets. Experience in EdTech will be an added advantage.
  • Strong communication skills are essential for delivering live lessons to students in the US.
  • Proficiency in facilitating sessions via Zoom or other online platforms is required.
  • Diversified and in-depth subject knowledge with the required degree.
  • Good grasp of subject-specific software/tools.

Primary Responsibilities:

  • Perform all core activities (Grading, Livechat, QA, Live Lessons & Video Weekly Tutoring) within the given guidelines and achieve a QA score of 80% and above.
  • Deliver quality (QA score will validate) content in terms of Grading and Livechat.
  • Review the expert’s (Mentor Sessions) content as per the latest guidelines and processes.
  • Proactively learn new activities/software/core-subjects and be a part of projects as and when required.
  • Work on difficult tasks across all activities and deliver content without compromising quality.
  • Provide suggestions/changes to activity guidelines or process documents.
  • Review the content from external sources of all difficulty levels and send detailed feedback.
  • Identify weak areas (Subject/Process) of the MNEs in the team and update them to the Lead.
  • Handle queries from outside experts (MNEs).
  • Provide on-demand video support for students.
  • Participate in community support initiatives to assist students and resolve their queries.
  • Conduct Q&A sessions as needed to enhance student understanding and engagement.
  • Train MNEs and monitor their progress throughout their first 90 days (about 3 months) of onboarding.
  • Support and guide MNEs in their day-to-day processes.
  • Curate new tools and technology for respective subjects.
  • Suggest additions/corrections in the current curriculum.
  • Suggest new courses to be added as per market demand.
  • Gauge incoming volume for chat and grading and suggest redistribution of working shifts as and when needed.
  • Prepare initial reports for SME grading contribution and Livechat effectiveness.

Secondary Responsibilities:

  • Analyze graded checkpoints and chats/video support and rate them as per defined standards.
  • Present findings and recommendations in a plan that drives future process improvements.

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