**Description**
Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience.
With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.
We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are.
One customer, one family, one community at a time.
**ABOUT THIS ROLE**
Responsible for coaching the overall service quality and compliance of processes and procedures of the Department.
Evaluates individual
staff performance by regular work observation, maintaining performance scores, and quality monitoring.
Responsible for training Fraud
Analysts and identifying training needs based on manual order decisions.
Identifying improvement needs in service processes and
procedures.
Work closely with Management in the development, implementation, and support of operational policies and procedures that
facilitate the attainment of departmental and organizational goals.
This position requires working Fraud Department Managed Service In
- House order decision-making.
**ROLES & RESPONSIBILITIES**
- Evaluates and records the quality and performance for all employees with customer interactions and all other quality assuranceprocedures and assists with call volume as needed.
- Provides data reports for performance reviews and incentive/rewards programs.




- Provides coaching/guidance based on audit findings and delivers actionable performance feedback to employees and identifies adverse performance trends and patterns.
- Provides training, inputs and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
- Continually calibrate QA checklists by department with the cooperation of departmental management staff
- Ensure that training materials are up to date based on development and company needs.
- Mentors newly hired employees to ensure a smooth transition into the production environment.
- Maintains a thorough working knowledge of policies, procedures, and benefits across all departments.
- Contributes to planning and participates in calibration sessions with other members of Management.
- Other duties as assigned by Management.
- To coordinate and to control staff absences.
- Provide feedback to employees.
- Coordinate coach priorities based on needs.
- Meet periodically with the Managers of the other areas/departments to define what the next steps are.
- Strong knowledge of call center quality and monitoring principles
- Proficient in MS Office products (Word, Excel, Outlook and PowerPoint)




- Willing to learn monitoring and feedback principles for customer interactions
- Ability to actively listen to live and recorded calls.
- Ability to speak in public and transmit.
- Flexibility/Adaptability & Managing Change: Versátil with an ability to adapt to an ongoing changing environment.
Required to work effectively with professionals in other departments.
- Analytical thinking: Exceptional analytical and listening skills, with the ability to work with complex procedures and department guidelines.
- In-depth knowledge of Calabrio and Cisco Telephony and monitoring is a plus.
- Organization and planning: Strong time management skills.
- Excellent presentation skill
- Teamwork & Conflict Management: Independent worker, as well as able to work in a team environment.
- Leadership and Development of the team: Ability to motivate employees while strongly focusing on manual decisioning for fraud.
**PERKS & BENEFITS**
- Competitive salary
- 1 month of Aguinaldo (Christmas bonus)
- 15 days' vacation
- Life insurance
- Food vouchers
- Work-life Balance
- Growth Opportunities
Ria Money Transfer is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
The position responsibilities outlined above are intended to define the general contents and requirements to perform this job.
It is not to be taken as a complete statement of responsibilities or requirements.
This job description does not restrict the Company's right to assign or reassign duties and responsibilities to this job as needed.

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