Agent Experience Analyst (Santiago de Querétaro)

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable general 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

The Agent Experience Analyst works with the organization to find areas where performance or processes can be improved and helps develop strategies to stay competitive.

ROLES & RESPONSIBILITIES

• Evaluating agent's needs, internal workflows, and business processes
• Overseeing detailed business analysis and process reengineering tasks/projects
• Collaborating with business and IT leaders to create new process designs
• Interpreting complex data and business metrics for relevant stakeholders
• Documenting business process modeling activities for future reference
• Finding patterns and trends in the analyzed data
• Helping the management and other teams draw business goals and needs
• Formulating procedural manuals for all departments

QUALIFICATIONS

• Bachelor’s degree in a relevant field
• Bilingual English/Spanish
• Analytical skills
• Problem-solving skills
• Detail-oriented
• Excellent writing skills to produce presentations and reports on their findings
• Ability to communicate with support, technical, and management teams

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.