Provides floor support to advisors and agents through immediate assistance, basic training, coaching, feedback, escalation management, and production call handling. Monitors service levels, supports team metrics, explains complex issues, demonstrates product expertise, and helps improve agent performance and quality scores.
Job Title:
Subject Matter ExpertJob Description
Provide foundational support to Advisors, facilitating learning and development. Your role will focus on floor support, basic coaching, and assisting in driving team metrics.Essential Functions/Core Responsibilities
- Floor Support: Provide immediate assistance and guidance to agents during operations.
- Learning Sessions: Conduct basic training sessions to enhance the team's knowledge base.
- Coaching & Feedback: Offer regular feedback and coaching to improve agent performance.
- Monitor Service Levels: Assist in monitoring and striving for the closure of service levels.
- Escalations Management: Ensure prompt and accurate escalations to the Team Captain.
- Take Production Calls: Handle production calls and support the team by taking escalated calls when necessary.
Candidate Profile
- Associate's Degree in a related field is preferred, with less than one year of relevant experience.
- Ability to think clearly and can explain complex issues effectively, both above average written and verbally
- Demonstrate product expertise
- Dependable with proficient attention to detail and ability to solve complex issues
- Basic understanding of performance metrics and quality scores.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Location:
PHL Quezon City - EtonLanguage Requirements:
Time Type:
Similar Jobs
Artificial Intelligence • Machine Learning • Natural Language Processing • Professional Services
Create challenging expert-level questions about Brazilian sports, write ideal answers in Brazilian Portuguese, and break responses into cited facts with sources and relevance. Work supports training data for AI systems. This is a remote, flexible freelance engagement requiring approximately 60 hours over two months, with contributors using consumer-grade LLMs and search for research support and prompt difficulty calibration.
Top Skills:
Ai Data AnnotationBrazilian PortugueseConsumer-Grade LlmsGemini ProSearch Tools
Artificial Intelligence • Machine Learning • Natural Language Processing • Professional Services
Create challenging, expert-level questions about Brazilian literature and linguistics, write ideal responses in Brazilian Portuguese, and break them into cited facts with sources and relevance. Work remotely as a flexible freelance contributor on an AI training-data project. A PhD-level background in the relevant domain is mandatory, and contributors must produce original work while using LLMs only for research support and difficulty calibration.
Top Skills:
Ai Data AnnotationBrazilian PortugueseConsumer-Grade LlmsGemini ProNlp
Artificial Intelligence • Machine Learning • Natural Language Processing • Professional Services
Create challenging expert-level questions about Brazilian history, write ideal answers in Brazilian Portuguese, and decompose responses into cited facts with sources and relevance. The role supports AI training-data development through original human-authored content, using consumer-grade LLMs only for research support and prompt-difficulty calibration. This is a remote, flexible freelance engagement totaling approximately 60 hours over two months.
Top Skills:
Ai Data AnnotationGemini ProLarge Language Models
What you need to know about the Vancouver Tech Scene
Raincouver, Vancity, The Big Smoke — Vancouver is known by many names, and in recent years, it has gained a reputation as a growing hub for both tech and sustainability. Renowned for its natural beauty, the city has become a magnet for professionals eager to create environmental solutions, and with an emphasis on clean technology, renewable energy and environmental innovation, it's attracted companies across various industries, all working toward a shared goal: advancing clean technology.
