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2628 Wipro Jobs
Subject matter expert
2-6 years
₹ 3 - 5.5L/yr (AmbitionBox estimate)
This is an estimate of the average salary range for this
position. It has not been reviewed by the company, and
the actual salary may differ.
Pune
Subject matter expert
Wipro
posted 1d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Role Purpose
The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team.
Do
Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting
Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines
Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting
Build capability to ensure operational excellence and maintain superior customer service levels for the existing client
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Team Leaders
Process Improvements, Reporting
Agents & QAs
Case logging, forwarding, resolution
Training Team
Capability development
Quality
Case resolution & response time
External
Client
Case tracking, reporting, acknowledgement, case prioritization as per regulatory guidelines, trainings & certifications
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
Expert
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
Behavioral Competencies
Deliver
No.
Performance Parameter
Measure
1.
Financials
Case prioritization as per client SLA and regulations, resolution time, penalties due to non-compliance
2.
Customer
PCSAT and ACSAT score, Pulse score, Customer cases- received, time to forward, time-to-closure, customer references, positive customer feedback
3.
Account Management
no. of cases forwarded to support staff, no. of cases resolved per day, accurate reporting, prioritizing cases as per regulations
4.
Team Management
Training Hours, No of technical training completed, no. of trainings conducted
Employment Type: Full Time, Permanent
Read full job descriptionWipro Interview Questions & Tips
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What people at Wipro are saying
Rating based on 130 SME
reviews
Anonymous · Data Science & Analytics
in Gurgaon / Gurugram
Likes
Good platform to start
- Job security - Good
+1 more
Dislikes
Compensation and appraisals are bit ofd here.
- Salary - Poor
+1 more
SME salary at Wipro
reported by
1.1k
employees
with 1-9
years exp.
₹1.2
L/yr - ₹8
L/yr
26%
less
than the average SME Salary in India
View more details
What Wipro employees are saying about work life
based on 53k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Wipro Benefits
Submitted by Company
Family and Parenting Perks and Benefits Health Care & Insurance Financial & Retirement Professional Support Vacation and Time off
Submitted by Employees
View more benefits 
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Wipro Pune Office Location
Pune Office
5th Floor, C - Wing,
Godrej Eternia,
Old Pune-Mumbai Road,
Near Shopper's Stop,
Shivajinagar,
Pune
Pune
411005
411005
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