- Review RCS applications and assess use cases to ensure they meet North American and international carrier regulations and prevent fraud.
- Monitor regulatory changes and provide proactive guidance, assisting teams and customers with onboarding and compliance best practices.
- Handle escalations, working cross-functionally across teams to resolve issues efficiently.
- Perform quality assurance (QA) checks on AI-generated and agent-reviewed decisions to ensure accuracy and compliance.
- Maintain and update documentation, ensuring accuracy and alignment with industry standards.
- Offer white glove service to provide a seamless onboarding experience for customers, delivering high-quality support via Zendesk, ServiceNow, and Slack.
- Identify inefficiencies, propose solutions, and enhance workflows and compliance processes.
- Manage high-volume inquiries, balance multiple priorities, and ensure SLAs are consistently met.
Project CoordinationCollaborationCustomer service+11 more