CX Content and Quality Analyst

About Comun

At Comun we're building financial services to help Hispanic immigrants turn their hard work into upwards mobility.

Since launching our own bank infra last November, we've 20x'd revenue, crossed $600M in annual payments volume, and are seeing CAC paybacks of 6 months. We currently offer banking and remittances solutions, and will launch more products this year.

We believe immigrants are the ultimate entrepreneurs, carrying a relentless work ethic in search of a better future for their families. Comun exists to serve them throughout their journey.

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

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

  Engagement:

• 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

Qualifications: 

• Training materials: Experience in creation of training materials such as powerpoint slides, quizzes, infographics or other material.

• Communication: Understand the communication guidelines for Comun (Tono Comun) and use it in all materials, intuitive, ensure engaging communication in all training materials

• Understanding of customer experience: Overall understanding of customer experience, SLAs, working with a BPO and voice of the customer

• Bilingual: excellent command of English and Spanish in written and verbal form.

Traits to fit in at Comun:

• Growth mindset: seeks out opportunities to learn and grow; sees setbacks and mistakes as valuable lessons that are employed in the future; displays humility towards how much more there is to uplevel oneself, and confidence in their ability to do so.

• Critical thinker: can take the company strategy and prioritize within their function to focus on the highest leverage action items; when confronted with ambiguity, can create clarity by utilizing relevant frameworks or building mental models.

• Trustworthy and trusting: the trust equation summarizes this well. Maintains a sense of credibility, reliability, and intimacy with teammates, as well as a low degree of self-orientation; through this, is able to share and receive constructive feedback with teammates with the aim of strengthening execution and collaboration.

• Owner: has passion and care for their work and the company trajectory; has ambitious personal and professional goals that bring energy.

• Resourceful: can figure out anything; leverages their network to employ best practices in their work; constantly finds ways to uplevel and raise the bar for themselves and the team (newsletters, podcasts, books, etc.)

Team

We are a team of 24 based out of New York, coming from industry-leading companies like Brex, Nubank, Cruise, and Verkada. Over half of us are immigrants, and have experienced the problems we’re solving first hand. We value customer focus, high ambition, principled decision-making, and deep trust.

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

• Visit to our NYC Office for remote team members

• Visa sponsorship

Comun is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics.