Quality Analyst ? English + One Additional Language

Are you an analytical, detail-oriented individual, passionate about delivering the highest quality customer experience?
Do you enjoy coaching others, improving processes, and driving performance?
Do you want to work from our brand new office on a new project in Bucharest, where you can develop and grow?
If so, you might be the next Quality Analyst for our new support team.

Your profile:

• Advanced English 
• Advanced proficiency in one additional language: German, Italian, French, or Spanish
• Completed higher education (college degree or equivalent) is required
• Willingness to work fully onsite from our Bucharest office in Sector 6, CAMPUS 6.3

Your future role:

Job Objectives

Through transaction monitoring, CSAT evaluation, feedback, coaching, specific training, and assessment, the Quality Analyst is responsible for the identification, analysis, reporting, and eventual resolution of possible customer service agent hard and soft skills issues.

Responsibilities and Output

• Monitor and score customer interactions (calls, email, chat, social media)
• Provide structured proactive feedback and coaching to Customer Support Representatives on a weekly basis
• Contribute positively towards both employee and client satisfaction
• Participate in Calibration Sessions and Quality Meetings (internal/external) according to account needs
• Deliver quantitative and qualitative analysis to positively affect Key Performance Indicators
• Coordinate and facilitate actions on quality-impacted metrics through relevant data analysis
• Compile reports requested by the Client or Management

Account specifics:

This is a multi-channel support role, with a strong focus on:

• Email & back-office activities
• Social media interactions
• Some voice suppor

Benefits:

• Competitive salary
• Monthly performance bonus
• 30 RON meal tickets
• Cost of a monthly subscription for public transportation (120 ron/month)
• Relocation package of 500 EUR gross/month for the first 6 months (for candidates who need to relocate)
• A well-defined career path with many opportunities to grow in different directions

At Foundever®, we make things simple.

Our mission is to be the solutions and the team behind the best experiences for the world’s leading brands — wherever and whenever needed.

We believe that small moments can have a big impact on our work experiences, customers, and teams. By creating positive moments for each other, we make a difference and continuously improve our associate experience.

Let’s create best moments together.