Accepting Knoxville, TN, Las Vegas, NV, and Fayetteville, NC applicants

About Us  

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 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.   

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever® combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.  

• Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021   

• Gold Stevie Award Winner for Great Employers in 2024 and 2022  

• We foster an exciting culture of creativity, connection, and commitment  

Read more about our culture: Foundever® Stories.   

Summary of Responsibilities:   

Team Support:  

• Create shift schedules, monitor time-off of QARs to ensure proper coverage, and escalate possible understaffing/overstaffing issues.  

• Create QA-Agent Assignment  

Operations Support:  

• The primary responsibility of the Quality Supervisor is the implementation, support, and management of practices for assuring that quality and processes adhere to standards and internal quality audits.  

• Coordinating control plans and action plans to achieve expected results.  

• Leading, mentoring and developing team members to promote quality awareness and implement quality programs and initiatives.  

• Facilitating or leading training on quality management tools  

• Presentation skills   

• Scrub, analyze, and present Quality and CSAT data.  

• A Quality Supervisor has a dual role to play; maintain maximum Quality and ensure highest motivation within their own QA Team as well as ensuring Quality and keeping the process agents motivated.  

• To ensure customer satisfaction through monitoring agent interaction with the customer.  

• To ensure that the CSRs [Customer Service Representatives] are updated regarding new products, processes and services launched by the company.   

• To manage a QA team to ensure effective monitoring and evaluation of the reps on a regular basis.  

• To devise systems to identify opportunity areas of individual agents and ensure proper feedback via QA e-mails, instant feedback, counseling, short coaching, and training requirements.   

• To gain, verify and impart (train) product/process knowledge to the agents through to achieve maximum consumer satisfaction.  

• To strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed.   

• To perform other duties as assigned.   

• To conduct calibration sessions between the QA members and team leaders to ensure efficient and effective communication of customer wants and needs.   

• To prepare different reports in line with company objectives, including Daily Quality Score report, Performance Improvement Initiative report and Monthly QA report.   

• To develop new ideas to improve overall quality in the process.  

Position Qualifications:   

• Strong PC and office software skills.  

• Excellent verbal and written communication skills required.  

• Strong customer service and interpersonal skills.  

• Strong people management skills.  

• Research, analytical, and problem-solving skills.  

Experience:  

Minimum of two years in similar role as people manager, or more than two years of Quality experience demonstrating knowledge of call center operations, goals and processes.  

Education: 

College graduate preferred but not required. 

Salary Range   

 The base pay range for this position is up to $46,000 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.    

Pre-employment Requirements:    

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.    

Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.