Call Monitoring Associate

Build your career with Americor in Santo Domingo!

Americor is growing our team at our Santo Domingo, Dominican Republic office, and we’re looking for a detail-oriented Call Monitoring Associate to join us.

As a Call Monitoring Associate, you’ll play an important role in helping us maintain the quality and standards our customers deserve. You’ll listen to and evaluate customer calls, ensure our teams are following established guidelines and compliance requirements, and identify opportunities to improve the overall customer experience.
 

This role is a great fit for someone who is highly attentive, organized, comfortable identifying areas for improvement, and able to provide clear and objective feedback. If you have a strong ear for detail and enjoy helping teams maintain a high standard of service, we’d love to have you grow with our team in Santo Domingo.

• Monitor and support 2–4 lines of business, ensuring calls meet established quality and compliance standards.

• Consistently meet or exceed established productivity targets, with a goal of performing 5% above minimum expectations.

• Conduct daily call monitoring based on predefined sampling criteria and quality guidelines.

• Evaluate call quality with a focus on regulatory and compliance requirements, sales and service procedures, accuracy of information provided and collected, and Americor’s Customer Experience standards.

• Identify trends, potential concerns, and opportunities for improvement based on call-monitoring findings.

• Clearly communicate findings and actionable feedback to managers and appropriate team members through both verbal and written communication.

• Maintain accurate and thorough documentation of monitoring results.

• Support additional quality, compliance, and operational activities as assigned.

• Professional proficiency in spoken and written English is required. You must be able to confidently understand customer conversations in English, recognize important details and nuances, document findings clearly, and communicate effectively with U.S.-based teams.

• Previous experience in call monitoring, quality assurance, customer service, call center operations, auditing, or a related field is a strongly desired, but not required.

• Candidates without direct call monitoring experience are encouraged to apply if they have strong transferable skills, including active listening, attention to detail, critical thinking, analytical skills, and the ability to provide clear and objective feedback.

• High school diploma or equivalent required.

• Strong listening and comprehension skills with the ability to accurately evaluate conversations and identify key information.

• Excellent attention to detail and the ability to consistently apply established policies, procedures, and quality standards.

• Strong written communication skills with the ability to clearly and professionally document findings.

• Strong time management, multitasking, and organizational skills with the ability to manage multiple priorities and meet deadlines.

• Ability to learn new processes quickly, receive feedback, and adapt to changing guidelines in a fast-paced environment.