Company Name: Policybazaar
Job Role: Subject Matter Expert (SME)
Experience: 4 – 6 Years
Qualification: Any Graduates
Job Type: Full Time
Job Location: Gurugram
Salary: Rs.3,75,000/- to Rs.4,75,000/-
Job Description:
We are looking for a motivated and experienced Subject Matter Expert (SME) to support and lead a high-performing calling team. The SME will act as a knowledge resource for both process and product, mentor team members, drive operational excellence, and ensure quality service delivery. The ideal candidate will have hands-on calling experience, strong communication skills, and proven ability to manage performance and coach team members effectively.
Key Responsibilities:
- Serve as a process expert and first point of contact for escalations and complex queries within the team.
- Mentor and guide a team of calling agents to ensure performance targets are consistently met.
- Conduct regular training sessions and refreshers on process updates, product knowledge, compliance, and soft skills.
- Monitor team performance through quality audits, feedback, and KPIs (e.g., call quality, AHT, conversion rates).
- Analyze call trends and team metrics to identify areas for improvement and provide actionable insights.
- Collaborate with team leaders and managers to plan and implement process improvements.
- Conduct floor support and real-time assistance during peak hours.
- Prepare reports on team performance, quality scores, and escalations for management review.
- Ensure adherence to compliance standards, process documentation, and SOPs.
- Act as a bridge between operations and training/quality departments.
Qualifications:
- Bachelors degree in any discipline.
- 2–4 years of experience in a calling profile (inbound/outbound), preferably in [BPO/Insurance/Banking/Telecom/Healthcare].
- Prior experience in a mentoring, coaching, or SME role is required.
- Strong understanding of KPIs, call metrics, and quality standards.
- Excellent communication, presentation, and interpersonal skills.
Ability to work under pressure and manage multiple priorities.
Preferred Skills:
- Exposure to team management or supervisory responsibilities.
- Knowledge of compliance and quality assurance processes.
- Familiarity with industry-specific terminology and client interaction protocols.
What We Offer:
- Competitive salary and performance bonuses.
- Opportunities for career growth and leadership development.
- Supportive and collaborative team culture.
- Comprehensive training programs.
Apply Mode: Walk-in
Walk-in Details:
Walk-in Date: 16th to 21st June 2025
Time: 10.30 AM – 2.30 PM
Venue Details:
Plot no 109,
Sector 44,
Near HUDA City Centre,
Gurgaon-122001.
Contact – Kritika Abbot ( 8448041065 ).
About Policybazaar:
Policybazaar is India’s leading digital insurance platform, founded in 2008 by Yashish Dahiya, Alok Bansal, and Avaneesh Nirjar. Headquartered in Gurugram, Haryana, the company operates under its parent entity, PB Fintech Ltd., which also owns the credit product aggregator Paisabazaar.
Tips for Attending Walk-In Interviews
Walk-in interviews are a golden opportunity for jobseekers to secure a job without the long wait of traditional interview processes. However, with many candidates competing for the same position, it's crucial to make a strong and positive impression. Here are some valuable tips to help you stand out and succeed in your next walk-in interview.
1. Do Your Homework
Even though walk-ins are often spontaneous, take time to research the company, its services, and the role you're applying for. This shows your genuine interest and helps you tailor your responses effectively.
2. Dress Professionally
Your appearance matters. Wear neat, formal attire that suits the job role. Clean shoes, groomed hair, and minimal accessories reflect your seriousness and professionalism.
3. Carry All Necessary Documents
- Updated Resume (Multiple Copies)
- Passport Size Photographs
- Educational Certificates
- Experience Letters (if any)
- Valid ID Proof
4. Be Punctual
Arriving early gives you time to settle in, observe the environment, and be mentally prepared. It also shows that you value the interviewer’s time.
5. Practice Your Pitch
Prepare a short and effective self-introduction. Be clear about your skills, career goals, and how you can add value to the company.
6. Stay Confident & Courteous
Maintain eye contact, offer a firm handshake, and listen actively. Confidence, without arrogance, creates a positive impression.
7. Follow Up
If you’re given a business card or email, don’t forget to send a thank-you message. It reflects professionalism and interest in the role.
By following these simple yet powerful tips, you can improve your chances of converting walk-in interviews into job offers. Good luck on your career journey!
