What are the responsibilities and job description for the Sales Quality Assurance Coordinator position at Intermex - International Money Express?
Are you passionate about the "art of the deal" but also have a love for data and process? As our Sales QA Coordinator, you will be the guardian of our sales standards. Your mission is to monitor, evaluate, and improve the quality of our sales team’s interactions. You won’t just be "grading" calls; you’ll be identifying trends, providing actionable coaching, and helping our sales team hit their targets while maintaining the highest level of integrity.
Key Responsibilities
Intermex Wire Transfer LLC. is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
When accepting employment with Intermex Wire Transfer LLC., you authorize Intermex to conduct a background check as part of the hiring process. This includes a review of your criminal history, education, and employment history. You have the right to receive a copy of the background check report if you request it. This authorization is in accordance with the Fair Credit Reporting Act.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Intermex Wire Transfer LLC. makes hiring decisions based solely on qualifications, merit, and business needs at the time.
California Consumer Privacy Act
Key Responsibilities
- Quality Monitoring: Conduct weekly audits of recorded sales calls, between 275 to 300 calls per week, to ensure adherence to company standards.
- Evaluation & Rating: Rating a high-quality log moves beyond "left my business card" to include structured data such as discovery insights, pain points, objection handling, and definitive next steps.
- Excellent (Exceeds Expectations): Call was purposeful, rapport was built, clear pain points identified, and a concrete next step (date/time set) was logged in the CRM.
- Good (Meets Expectations): Call was productive, key information was captured, and a follow-up action is scheduled, though perhaps missing minor details.
- Average (Meets Basic Expectations): Call occurred, basic notes are present, but the next step is vague (e.g., "follow up later").
- Needs Improvement (Noticeable Deficiencies): Call was rushed, key objections were not addressed, or critical CRM fields (e.g., Budget/Timeline) were left blank.
- Unacceptable (Significant Issues): No notes, incorrect logging, or failure to log the call within 24 hours.
- Process Improvement: Recommend updates to training materials and training in general.
- Calibration: Lead "calibration sessions" with the management team to ensure everyone is aligned on what a "perfect" sales interaction looks like.
- Experience: 2 years in a Sales, Customer Success, or Quality Assurance role (preferably in a high-volume call center or B2B environment).
- Analytical Mindset: An ability to spot patterns in data and translate them into actionable insights.
- Language Requirement: Speak, Read and write Spanish. Fully bilingual in English and Spanish is a requirement.
- Communication Style: Excellent verbal and written communication.
- Tech Savvy: Proficiency with CRMs (e.g., Salesforce, HubSpot)
- Attention to Detail: An eye for details—you notice the small things that others might miss.
Intermex Wire Transfer LLC. is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
When accepting employment with Intermex Wire Transfer LLC., you authorize Intermex to conduct a background check as part of the hiring process. This includes a review of your criminal history, education, and employment history. You have the right to receive a copy of the background check report if you request it. This authorization is in accordance with the Fair Credit Reporting Act.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Intermex Wire Transfer LLC. makes hiring decisions based solely on qualifications, merit, and business needs at the time.
California Consumer Privacy Act