CX Content and Quality Analyst - Remote

Overview

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.

In Short

• 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 for agents
• Quality analysis to identify areas of opportunities for improvement in CX
• Work closely with agents in the BPO to sustain engagement levels high
• Propose different initiatives to increase engagement and sense of belonging
• Update existing Quality score cards and rubrics for all LOBs
• Constant agent knowledge monitoring for necessary training
• Creative engagement initiatives on a monthly or weekly basis

Requirements

• Experience in creation of training materials such as PowerPoint slides, quizzes, infographics
• Understand the communication guidelines for Comun
• Overall understanding of customer experience, SLAs, working with a BPO
• Excellent command of English and Spanish in written and verbal form
• Growth mindset and critical thinking abilities
• Ability to maintain trust and credibility with teammates
• Passion and care for work and company trajectory
• Resourcefulness in finding best practices

Benefits

• 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
• Visa sponsorship