Call Monitoring Associate

About the role

Americor is growing its team at its Santo Domingo, Dominican Republic office and is looking for a detail-oriented Call Monitoring Associate. The role helps maintain the quality and standards customers expect by listening to and evaluating customer calls, checking that teams follow guidelines and compliance requirements, and spotting ways to improve the customer experience.

Key responsibilities

• Monitor and support 2-4 lines of business so that calls meet quality and compliance standards.
• Meet or exceed productivity targets, aiming 5% above minimum expectations.
• Conduct daily call monitoring using predefined sampling criteria and quality guidelines.
• Evaluate call quality against regulatory and compliance requirements, sales and service procedures, accuracy of information, and customer experience standards.
• Identify trends, concerns and improvement opportunities from monitoring findings.
• Share findings and actionable feedback with managers and team members verbally and in writing.
• Maintain accurate documentation of monitoring results.
• Support other quality, compliance and operational activities as assigned.

Required profile

• High school diploma or equivalent.
• Professional proficiency in spoken and written English, able to understand customer conversations and communicate with U.S.-based teams.
• Previous experience in call monitoring, quality assurance, customer service, call center operations, auditing or a related field is strongly desired but not required; candidates without it should show strong transferable skills such as active listening, attention to detail and analytical thinking.

Required skills

• Strong listening and comprehension skills and excellent attention to detail.
• Clear written communication and ability to document findings professionally.
• Time management, multitasking and organization, with the ability to meet deadlines.
• Ability to learn new processes quickly and adapt to changing guidelines.