Job Description

The Subject Matter Expert (SME)


Role:


The Subject Matter Expert (SME) acts as the knowledge anchor and process excellence driver for the Deal Operations function. The SME provides in-depth support to production teams, ensures process adherence, quality compliance, and timely resolution of complex queries, and partners with QA and Training teams to improve accuracy and efficiency. This role is pivotal in bridging process knowledge gaps and maintaining the integrity of deliverables across workflows.


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Key Responsibilities:


Process Expertise & Support


Serve as the primary point of contact for process clarifications, escalations, and deal/order exceptions.


Review and validate complex order forms, contracts, and renewals to ensure completeness and compliance with client policies.


Conduct root cause analysis (RCA) for errors and partner with QA teams on corrective/preventive actions.


Collaborate with the Training and QA functions to design PKTs, refresher sessions, and SOP updates.


Quality & Governance


Monitor audit findings and drive accuracy improvements through coaching and process feedback.


Support live audits, dipstick checks, and participate in error calibration sessions with QA.


Track top error categories and publish weekly insights to drive process adherence.


Ensure updated SOPs and knowledge bases are version-controlled and accessible to all teams.


Operational Delivery


Ensure timely and accurate completion of order creation and deal validation tasks.


Support delivery teams during new workflow transitions or policy updates.


Assist in preparing performance reports, RCA summaries, and dashboard insights for internal reviews.


Stakeholder & Cross-Functional Collaboration


Liaise with internal teams (Ops, QA, Training, and Tools) to ensure process alignment.


Participate in client calibration and business review discussions when required.


Partner with the Quality team to test and validate new AI tools, process automations, or rule changes.




Key Deliverables


100% SLA adherence on quality and turnaround time.


Reduction in repeat and non-compliance errors.


Weekly RCA summaries and TNI reports.


SOP updates and process enhancement proposals.


Active participation in calibrations and governance forums.




Qualifications & Experience


Graduate with 3 to 6 years of experience in Deal Operations / Order Management / Contract QA / Quality Control.


Minimum 2 years as a process SME, trainer, or QA reviewer preferred.


Strong knowledge of Google tools, Salesforce, or other CRM systems is a plus.


Proficiency in MS Excel, QA dashboards, and RCA tools.


Excellent communication, analytical, and mentoring skills.




Competencies & Skills


Deep process knowledge and attention to detail.


Ability to work in18x7 rotation shifts.


Strong analytical, problem-solving, and decision-making abilities.


High ownership and accountability in issue resolution.


Excellent stakeholder management and collaboration skills.


Ability to coach and upskill agents and maintain consistency in delivery.

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.


Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.


Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.