About Foundever™

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

Come and work with us.

We are looking for a talented and accomplished Romanian speaking Quality Analyst to enhance the competencies of individual employee’s coaching programs and be responsible for monitoring procedures and identifying improvements or non-conformity issues.

As a Quality Analyst your daily responsibilities will include:
 

• Monitors CSR’s performance, by taping, listening to, reviewing and evaluating calls/chats/emails.
• Provides appropriate feedback to CSRs on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the customer in all aspects (soft skills, product knowledge, systems skills)
• Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
• Ownership of quality methodology, delivery, and development across the projects Operations
• Provide relevant information for Monthly Quality Reports
• Give feedback to the training department and Sales Coach about issues arising from monitoring
• Participate in monthly calibrating sessions to ensure consistency
• Alignment with the Client training program and Foundever procedure
• Acclimate new hires to the business and conduct orientation sessions
• Takes personal responsibility to understand and comply with all company and client Health, Safety, and Security responsibilities 

To succeed in the role, you will need to have:

• Native or proficient level of Romanian level (C1/C2 at least) with strong verbal and written communication skills 
• Fluent English level (C1 at least) with strong verbal and written communication skills
• Strong verbal and written communication skills
• Good organization / time management skills
• Ability to work with a variety of people from diverse backgrounds
• Ability to make fair and consistent judgments and decisions
• Ability to solve problems and offer suggestions
• Ability to adhere to all organizational policies and procedures
• Ability to give constructive feedback to CSRs which lead to performance improvement
• High quality awareness and self-motivation
• Structured, process-, solution- and result-oriented way of working
• Flexible and able to work under pressure
• Must hold EU citizenship or valid work permit for Greece

Education and Experience

• Bachelor’s degree or directly related work experience
• Essential minimum of 6 months experience in a BPO
• At least 3 months tenure within Foundever
• Previous quality analyst/coaching experience would be an advantage 

Knowledge/Abilities

• People oriented
• Structured way of working
• Knowledge of Foundever policies, procedures, products and services.
• Very good knowledge in the use of MS-Office
• Strong coaching ability 
• A curiosity and passion for Artificial Intelligence (AI) concepts and applications - experience of application/use of these in a business environment would be a plus 

Successful applicants:   

• At least 6 mths experience as an Advisor in BPO
• Must be within commutable distance to the office (Victoria, Athens area) as the

Go further with Foundever™

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

• Very competitive wages and stability
• Fully paid training
• Permanent contract
• Private healthcare 
• Continuous learning/development opportunities
• Competitive career opportunities
• A safe, friendly, diverse, supporting and technological company
• International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
• EverBetter wellness program (Fitness room in our premises)

Apply Today!

At Foundever, we recognize that our success is rooted in the diversity of our team, and we firmly believe that our differences are a powerful asset.
As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.
We are dedicated to respecting and valuing the unique perspectives, backgrounds, and abilities of every individual within our company.
Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.

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