Role's Mission

Ensure that all aspects of the Merchant Operations BPO structure consistently meet the highest standards of quality and efficiency. Implement effective quality control measures, provide valuable feedback, and collaborate with cross-functional teams.

Key responsibilities

• Auditing on quality & agent performance: Listening and monitoring of the agents' contact with merchants in order to evaluate quality of responses. Identify errors, or areas for improvement in contact. Analyze audits to assess agents adherence to guidelines, and compliance with Aplazo's Knowledge base.
• Routine Checks & Escalation: Perform daily control tasks and raise issues or blockers when needed.
• Support On-Site Presence: Regularly visit the BPO to maintain close oversight, ensure alignment, and improve operational transparency.
• Develop weekly reports: Prepare consistent pre-defined report templates with insights on agent performance and merchant interactions to support decision-making & feedback.
• Process Improvement: Work closely with the BPO Coordinator to identify process gaps and propose efficient solutions to enhance workflows and maximize merchant satisfaction.

Requirements

Must have:

• Clear verbal and written communication
• High ethical profile
• Comfortable following structured & repetitive tasks
• Strong stakeholder management
• Organizational and time management skills

Years of experience: At least 1 year

Academic Background: A high school diploma or equivalent is required.

Nice to have:

• Previous experience in quality assurance or a similar role in a BPO environment
• CRM systems understanding & experience (Hubspot & Kustomer)
• Google Sheets experience
• Experience in BPO environment

Languages:

• Spanish
• English (Intermediate)