About Us

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. 

Our Core Values are:

• Creativity: Make it simple, lead the change.
• Commitment: Aim for better, impact for the good.
• Connection: Share experiences, grow together.

Come and work with us.

We are looking for a talented and accomplished 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:

• Monitoring CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls
• Providing appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)
• Attending and participating in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
• Reporting script problems or questions to appropriate areas
• Assisting clients in monitoring specific programs as needed
• Communicating with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals
• Making monthly call monitoring plan and executing this plan. Keeping track of what has been achieved
• Providing relevant information for Monthly Quality Report
• Providing feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
• Acting at least half a day per week as CSR to keep up experience
• Participating in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs

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

• Good level of English (at least B2) both verbal and written
• Ability to give constructive feedback to CSRs which lead to performance improvement
• Excellent verbal and written communication skills
• Logical and objective approach to call assessment
• Effective time management
• Ability to organize and prioritize, set priorities and multi-task