Quality Analyst

Intermex is a leading processor in money transfer services from the United States to Latin America and the Caribbean.

When we talk about money transfer services from the United States to Latin America, Intermex is a leader you can trust. With a state-of-the-art system and a network of over 55,000 payment points, the company offers services in 49 states, Washington D.C., and Puerto Rico to 17 Latin American countries. We offer bank transfers and other money processing services through our network of 100,000 agents and with the best customer service in the industry. We are a dynamic, data-driven company with a strong entrepreneurial spirit.

Call Center Quality Control Agent/Analyst - Bilingual Call Monitoring

Requirements:

Experience: More than 24 months in call center quality area

Knowledge of quality management models

Database management

Recording systems

Language: Conversational and written English

Microsoft Office intermediate level

Skills:

Auditory acuity

Good writing skills

Interpersonal relationship management

Oral and written communication management

Adaptation to continuous changes

Teamwork orientation

Time management

Results orientation

Initiative and creativity

Orderly and organized

Responsibilities:

Objectively evaluate customer service provided (etiquette/processes)

Escalate, report, and integrate deviations detected in each evaluation into reports for quantifiable follow-up.

Maintain the confidentiality of the information handled.

Functions:

Monitor

Evaluate

Diagnose

Gather information

Prepare reports

Provide feedback

We offer:

• Monthly Salary

• Quarterly Productivity Bonus

• Statutory benefits from day one

Do not hesitate to apply if you meet the requirement of EXPERIENCE IN CALL CENTER CALL MONITORING AND ADVANCED ENGLISH.

Apply!

Intermex is an equal opportunity employer. We do not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age, genetic information, disability, or any other characteristic.