November 6
• The purpose of this role is to ensure that Comun offers the best customer support in the market in the most effective and efficient possible way, guaranteeing the best training, content and quality materials needed to reach best in class customer experience in the areas of customer support, pre release fraud and post release fraud and disputes. • Creation, managing, constant updating and sharing of FAQs, Bot, Macros • Identify areas of opportunities in existing Comun content and propose changes • Align communication based on Comun’s branding communication guidelines • Creation, update and management of training materials to ensure agents are prepared to answer customer interactions related to any existing product or new product for customer support and fraud • Training alignment with BPO training team on training schedules, training method, train the trainer and ongoing training monitoring • Constant agent knowledge monitoring in case another training or refresher training is necessary • Update existing Quality score cards and rubrics for all LOBs • Quality analysis to identify areas of opportunities for improvement in CX, product, or operations • Quality alignment with the BPO’s quality team to ensure we are meeting QA expectation targets • Propose and implement QA action items based on the areas for improvement identified, to improve overall Quality metrics and ensure best in class customer experience • Work closely with agents in the BPO to sustain engagement levels high, even with remote friendly dynamic • Propose different initiatives to increase engagement, sense of belonging to the Comun brand and team and constant interaction with BPO agents. • Creative engagement initiatives on a monthly or weekly basis without affecting operation levels and keep attrition rates low as possible
• Experience in creation of training materials such as powerpoint slides, quizzes, infographics or other material. • Understand the communication guidelines for Comun (Tono Comun) and use it in all materials, intuitive, ensure engaging communication in all training materials • Overall understanding of customer experience, SLAs, working with a BPO and voice of the customer • Excellent command of English and Spanish in written and verbal form.
• Competitive salary and generous equity • Medical, dental, and vision insurance • Gym Pass subscription • Daily office lunch in NYC Office • Paid parental leave • Flexible PTO • Remote-friendly when traveling • Bi-annual company-wide offsites • 401(k) for US employees • Visit to our NYC Office for remote team members • Visa sponsorship
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