Subject Matter Expert (SME)
Employment type
Full-time
Work setting
On-site
Location
Wichita, KS
Schedule
Day shift
Posted
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Job overview
The Subject Matter Expert (SME) role is described as fully remote and is listed in Wichita, KS. Compensation is not specified. MCI provides customer experience, business process outsourcing, and cloud technology services through contact center operations. The SME supports Specialists and Team Leads by resolving complex or escalated inquiries, clarifying policies and processes, and maintaining consistent quality. The role also works with Quality and Training teams to improve customer outcomes and operational performance.
What you'll do
- Resolve complex or escalated customer inquiries
- provide operational guidance to agents and team leads
- collaborate with Quality and Training
- maintain accurate knowledge documentation
- participate in calibration sessions
- support consistent policy interpretation and quality standards.
What we're looking for
- Skills & competencies
- subject matter expertsmefully remotewichita ksmci careerscustomer supportescalation resolutionquality calibrationtraining collaborationknowledge documentationprocess improvement
- Work arrangement
- Weekend coverage required
Why this role
Provides expert oversight for a group of roughly 30 agents; the posting seeks three years of operations experience and deep process knowledge.
About the employer
MCI Careers is hiring for this role. Industry: All Other Support Services. Sector: 56.
Additional details
- Industry sector
- 56
- Industry
- All Other Support Services
- Occupation code
- 13-1111.00
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Listing ID: 29c2a154-dc71-4d2d-9855-0d0484c4af63