About the role

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.

Content

• 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
• All content creation will be for agents in customer support, pre release fraud and post release fraud and disputes

Training

• 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
• All training material will be for agents in customer support, pre release fraud and post release fraud and disputes

Quality

• 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