Subject Matter Expert

**Unify CX** is looking for an extraordinary **_Subject Matter Expert _**to join our motivated and ambitious team.

**Role**: Subject Matter Expert

**Work Location/Setup**: Philippines | On-Site

**Shift Schedule**: 5-day work week | Shifting Schedule | Graveyard

**What Will You Do?**

As the **Subject Matter Expert** you will provide specialized expertise and guidance across various functions. You are responsible for training and mentoring new team members, troubleshooting complex issues, and recommending process improvements to optimize workflows. You will ensure that tasks are executed accurately, comply with established guidelines, and meet quality standards, while also updating Standard Operating Procedures (SOPs) to reflect best practices and regulatory changes. You will maintain quality control and compliance with industry regulations, interact with clients to resolve escalated issues, and contribute to the development of knowledge management systems.

The position will be based in our Philippine call center in Quezon Cit. In this role you will:

- Provide specialized knowledge and expertise in specific areas.
- Train and mentor team members.
- Troubleshoot complex issues and recommend solutions.
- Ensure tasks are executed accurately and meet quality standards.
- Update and maintain Standard Operating Procedures (SOPs).
- Monitor quality control and ensure compliance with regulations.
- Interact with clients to resolve escalated issues.
- Contribute to knowledge management systems and documentation.
- Communicate insights, trends, and performance to management.
- Support and troubleshoot specific tools and technologies.

**Who You Are**:
**Required Qualifications**:

- High School Graduate
- At least 2 years BPO experience
- In-depth knowledge and expertise in a specific field or industry.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to mentor and train others effectively.
- Familiarity with relevant software, tools, or systems.
- Strong attention to detail and accuracy.
- Experience in process improvement and quality assurance.
- Ability to work under pressure and handle escalated issues.
- Relevant certifications or academic qualifications (depending on the field).
- Previous experience in a similar role or industry.

**Preferred Qualifications**:

- Advanced certifications or degrees in the relevant field.
- Proven track record in leadership or mentoring roles.
- Experience with process optimization and efficiency improvements.
- Strong project management skills.
- Familiarity with industry-specific regulations and standards.
- Experience with knowledge management systems.
- Expertise in training and developing learning materials.
- Proficiency in data analysis and reporting tools.
- Experience in client-facing roles or customer relationship management.
- Knowledge of emerging trends and technologies in the field.

**Who We Are**:
unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
- unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity._