Role Overview:

We are hiring a Subject Matter Expert (SME) for a US Residential Mortgage Servicing Voice Campaign . The successful candidate will provide floor support, coach and mentor agents, analyze performance trends, collaborate with stakeholders, and drive quality and productivity improvements .


Key Responsibilities:


Provide subject matter expertise and floor support for a US Mortgage Servicing Voice campaign .


Coach and mentor agents to improve performance, quality, and productivity .


Analyze operational metrics and identify improvement opportunities .


Support process, policy, and product-related queries .


Collaborate with Operations, QA, Training, and Leadership teams .


Track KPIs and prepare performance reports .


Ensure compliance with client processes and quality standards .


Assist in stakeholder communication and issue resolution .


Qualifications:


At least two years of completion in College / 2nd year level – required .


At least 1 year of SME experience – required .


Experience supporting a US Mortgage Servicing Campaign (Voice) is a critical requirement (Prioritized if SME experience is within a US Mortgage Servicing voice account ).


Strong analytical and problem-solving skills with the ability to interpret data and identify trends .


Excellent communication skills (verbal and written) with the ability to influence stakeholders .


Proven leadership and coaching experience in a BPO or shared services environment .


Strong stakeholder management and collaboration skills .


Familiarity with performance management tools, QA frameworks, and LMS platforms .


Former Teleperformance employees are not eligible for rehire – whether directly or through third-party agencies.


Alternative Profiles That May Be Considered:


Candidates with SME experience in another campaign but with previous US Mortgage Servicing agent experience .


Highly tenured US Mortgage agents who have performed SME-like responsibilities (e.g., temporary SME, POC, or virtual leadership functions) .


Non-Negotiable Qualifications:


Candidates must have US Mortgage experience