Subject Matter Expert

1 week ago

gurugram, India ixigo Full time

Company DescriptionLaunched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo (Le Travenues Technology Limited) is a technology company focused on empowering Indian travellers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travellers in making smarter travel decisions by leveraging artificial intelligence. The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, and cabs, and provide travel utility tools and services developed using in-house proprietary algorithms and crowd-sourced information. With over 54 crore Annual Active Users in Fiscal 2025, ixigo is the leading OTA for Next Billion Users in India. For more information, please visit http://www.ixigo.comJob DescriptionAs a Subject Matter Expert (SME) – Partner Operations, you will play a key role in ensuring seamless coordination between internal teams and external service providers. You will be responsible for supporting partner-related processes, resolving escalations, improving operational efficiency, monitoring key CX metrics, and enabling data-driven decision-making for the customer experience. The role demands critical thinking, high ownership, attention to detail, and an excellent ability to manage operations at scale.- Act as the single point of contact (SPOC) for issues/escalations related to platforms across all flight partners.- Handle escalations and pending customer complaints by collaborating with airline partners and internal CX teams.- Support backend operations, including ticket cancellations, reissuances, refund processing, monitoring cases, and coordination with partners.- Ensure consistent enablement of operations staff and partners with up-to-date knowledge base, FAQs, SOPs, and platform/process changes.- Drive insights-based conversations with stakeholders by identifying recurring partner issues and supporting process fixes and enhancements.- Monitor operational dashboards and support queue balancing, occupancy insights, and daily workload distribution or prioritization.- Track and drive improvements in CX KPIs such as NPS, FCR, average resolution time, and customer satisfaction scores.- Collaborate with leadership on audits, MIS, and performance inputs to improve process efficiency and productivity.- Participate actively in pilot programs, experiments, and analytics initiatives that can be scaled across business units.- Promote a customer-first approach by being a strong advocate for continuous improvement.Qualifications- Expertise in contact centre operations, including workforce management, quality assurance, and escalation management.- Strong knowledge of CX metrics (CSAT, NPS, AHT, SLA, FCR).- Proficiency in contact centre platforms (Voice dialer, Freshdesk, etc).- Excellent stakeholder management, influencing, and consulting skills.- Strong data-driven decision-making capability with advanced analytics acumen.- 3-4 years of progressive experience in contact centre management.- Proven track record of driving measurable improvements in operational KPIs and customer experience outcomes.Note:- This role requires to work for 5.5 days in a week.

  • Sme (Subject Matter Expert)

    1 week ago

    Sohna, Gurugram, Haryana, India Vidyakul Learning Space Pvt Ltd Full time

    **Job Description - Subject Matter Expert (SME)** **Position**: Subject Matter Expert **Subjects**: Physics, Chemistry, Mathematics, Biology **Qualification**: **Key Responsibilities**: - Develop well-structured and curriculum-aligned notes. - Review and proofread academic content for accuracy and clarity. - Ensure content is engaging, easy to understand,...

  • Subject matter expert

    3 weeks ago

    Gurugram, India InsuranceDekho Full time

    Job Title: SME – Insurance (Fire, Group, Machine,Worker Insurance & Home Loan)Location: GurgaonDepartment: SME / Insurance VerticalCompany: InsuranceDekhoAbout the Role:We are looking for a dynamic and knowledgeable Subject Matter Expert (SME) to join ourInsurance team at InsuranceDekho (Gurgaon). The ideal candidate will have experience orstrong...

  • Subject matter expert

    3 weeks ago

    Gurugram, India InsuranceDekho Full time

    Job Title: SME – Insurance (Fire, Group, Machine,Worker Insurance & Home Loan)Location: GurgaonDepartment: SME / Insurance VerticalCompany: InsuranceDekhoAbout the Role:We are looking for a dynamic and knowledgeable Subject Matter Expert (SME) to join ourInsurance team at InsuranceDekho (Gurgaon). The ideal candidate will have experience orstrong...

  • Subject matter expert

    3 weeks ago

    Gurugram, India InsuranceDekho Full time

    Job Title: SME – Insurance (Fire, Group, Machine,Worker Insurance & Home Loan)Location: GurgaonDepartment: SME / Insurance VerticalCompany: InsuranceDekhoAbout the Role:We are looking for a dynamic and knowledgeable Subject Matter Expert (SME) to join ourInsurance team at InsuranceDekho (Gurgaon). The ideal candidate will have experience orstrong...

  • Subject matter expert

    3 weeks ago

    Gurugram, India InsuranceDekho Full time

    Job Title: SME – Insurance (Fire, Group, Machine, Worker Insurance & Home Loan) Location: Gurgaon Department: SME / Insurance Vertical Company: InsuranceDekho About the Role: We are looking for a dynamic and knowledgeable Subject Matter Expert (SME) to join our Insurance team at InsuranceDekho (Gurgaon). The ideal candidate will have experience or strong...

  • Subject matter expert

    3 weeks ago

    Gurugram, India InsuranceDekho Full time

    Job Title: SME – Insurance (Fire, Group, Machine, Worker Insurance & Home Loan) Location: Gurgaon Department: SME / Insurance Vertical Company: InsuranceDekho About the Role: We are looking for a dynamic and knowledgeable Subject Matter Expert (SME) to join our Insurance team at InsuranceDekho (Gurgaon). The ideal candidate will have experience or strong...

  • Subject matter expert

    3 weeks ago

    Gurugram, India InsuranceDekho Full time

    Job Title: SME – Insurance (Fire, Group, Machine, Worker Insurance & Home Loan) Location: Gurgaon Department: SME / Insurance Vertical Company: InsuranceDekho About the Role: We are looking for a dynamic and knowledgeable Subject Matter Expert (SME) to join our Insurance team at InsuranceDekho (Gurgaon). The ideal candidate will have experience or strong...

  • Subject Matter Expert

    2 days ago

    Gurugram, Haryana, India Science Olympiad Foundation Full time

    **MTG Learning Media** is hiring for **Subject Matter Expert in Chemistry.** - Ability to write content for classes from 1 to 12 - Syllabus knowledge of class 11 and 12 must be strong. - Detailed eye for Editing & Proof Reading of content. - Min. 2 years of experience required from Education Industry. - **Master's in Chemistry Mandatory.** **Job Types**:...

  • Subject Matter Expert

    1 week ago

    Gurugram, Haryana, India Science Olympiad Foundation Full time

    **MTG Learning Media** is hiring for **Subject Matter Expert** in **Maths.** - Content development for academic and competitive books of mathematics according to the guidelines provided. - Thorough knowledge of NCERT, CBSE Curriculum of Class 11 and 12 is MUST. - Writing solutions of mathematical problems. - Editing and modifying contents. - Detailed eye for...

  • Subject Matter Expert English

    2 days ago

    Gurugram, Haryana, India Science Olympiad Foundation Full time

    **MTG Learning Media** is Hiring for **Subject Matter Expert in English.** - Content development for academic and competitive books of English according to the guidelines provided. - Thorough knowledge of NCERT, CBSE Curriculum of Class 11 and 12 is MUST. - Creating and compiling content - Editing and modifying contents. - Detailed eye for proof reading and...