Agent-Onboarding Quality Control Specialist

Viamericas is a #1 ranked and licensed money transmitter offering international money transfer, bill payment, check processing and a variety of other services at thousands of agent locations across the United States, and 287,885 locations in 95 countries.  At Viamericas, our ultimate objective is to help immigrants succeed and improve their lives by providing the highest quality financial services.  We are always seeking TOP TALENT – experienced individuals who embrace our core values of respect, innovation, integrity and impact.

Viamericas is a #1 ranked and licensed money transmitter offering international money transfer, bill payment, check processing and a variety of other services at thousands of agent locations across the United States, and 287,885 locations in 95 countries.  At Viamericas, our ultimate objective is to help immigrants succeed and improve their lives by providing the highest quality financial services.  We are always seeking TOP TALENT – experienced individuals who embrace our core values of respect, innovation, integrity and impact.

Duties and Responsabilities

Identifying and Correcting Errors:

 

• Identify and correct errors, which may be made during the onboarding process, proactively, reducing the need for subsequent corrections and improving operational efficiency.

Process Optimization:

 

• Continuously review and propose optimizations in the On-Boarding processes, suggesting best practices and adjusting procedures to increase efficiency. This will not only speed up the activation time of new agencies, but also free up resources for other critical activities.
• Suggest metrics and evaluation systems to monitor the performance of the opening process.

Documentation Control:

 

• Validate the correct receipt and verification of the documentation necessary for the opening of new agencies, ensuring compliance with legal and regulatory requirements.
• Implement the follow-up to deadlines and exceptions made during the incorporation process that occurs for certain applications, ensuring that each file is completed.

Staff Training and Development:

 

• Implement one-to-one feedback programs for the staff involved in the Onboarding process, according to continuous auditing as the main part of the role.
• Conduct case studies for periodic group meetings seeking to be aligned with quality standards and best practices, which will contribute to greater team cohesion and effectiveness.

Track testing for the onboarding process in Salesforce

 

• Follow up on the process of changing the onboarding platform from ViaSales to Salesforce, identifying and reporting bugs as needed. Identify opportunities for improvement in the process.
• Collaborate closely with sales, operations, and technical teams to ensure that issues are resolved in a timely manner and necessary improvements are implemented to optimize the new agent onboarding experience.
• Follow up on proposals in stages according to the execution of the project and be in constant observation and review of improvements according to the business cases that arise and/or different contexts of the industry and the company in general.

Information Security Responsibilities

 

• Make sure you and your team read, acknowledge and comply with Viamericas’ Staff Information Security Policy.
• Make sure you and your team attend periodic Information Security training provided by Viamericas.
• Report any event that might be an Information Security Incident: clicked on a malicious link, downloaded, and opened a suspicious file, etc.

Supervisory Responsibilities

The incumbent will have to cover for vacations or absences of the Team Leader or Supervisor and co-lead the Agent-Onboarding Department in the Medellín and Tijuana offices.

Qualifications

• Technological degree in business administration, business logistics, finance, or related field.
• Intermediate level of English
• At least two years of experience in supervisory roles within operational environments, such as call centers or administrative functions, preferably with a focus on quality control, compliance, or onboarding processes.
• Proficient in the use of office tools such as Microsoft office and others.
• Additional Certifications: Customer service and telephone support.
• Ability to detect errors and propose effective solutions.
• Excellent communication and teamwork skills. Attention to detail and ability to manage multiple tasks efficiently.
• Creativity and innovation to suggest and create improvement actions, based on the optimization of resources.
• Use tools to measure and control planned objectives and results achieved.

 

Working Conditions

General working office conditions with a hybrid work schedule. Occasional travel to our Tijuana, Mexico office. Availability to work on weekends and overtime depending on operational needs.

Come work for industry leaders! We are the fastest growing company in the industry, with best in class products.  We offer an environment of growth and learning that will help you to grow your potential and develop as a professional.