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Act as the go-to expert on all things related to the project鈥斅爁eatures, policies and compliance.
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Monitor customer interactions to ensure quality, accuracy, and adherence to tone, process, and regulatory standards
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Identify gaps in workflows and collaborate with operations, QA, and training teams to streamline support processes and enhance CX
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Handle advanced or escalated cases that require deep product knowledge or special handling
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Work closely with product managers, compliance teams, and IT to relay feedback from customers and push for feature fixes or improvements
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Provide targeted coaching and side-by-side support to agents to improve accuracy and customer interaction quality
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Provide any information that a consultant requires to do their job well
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Help the Team managers monitor the email/chat/voice queues
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Assist new hires with product and process questions'