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 

Once an agent assume the role of Quality Assurance, primary function is to complete transaction monitoring of agent outputs of the program/s he/she is assigned to. Vital to the successful performance of this task, he/she is expected to perform all duties and responsibilities outlined below.  

• Monitors agent interaction e.g. chat, email, call (inbound/outbound) 

• Listens to customer feedback or scrub customer verbatim 

• Mans the chatroom 

• Attends both internal and external calibration session 

• Takes calls (or other form of agent interaction), as required 

• Partners with the TL through TL-QA partnership 

• Coaches the agent, as needed 

• Participates in company, department, and team activities 

• Adheres to company and department standards 

• Handles multiple accounts as needed 

• Attends to ad hoc requests/requirements that may be deemed necessary 

• Comply with Foundever® Code of Conduct  

• Perform other duties as assigned. 

Position Qualifications  

• Strong initiative and sense of urgency, able to proactively identify/communicate issues and follow-up for resolution 

• Works with minimal supervision 

• Excellent time management skills  

• Strong ability to complete requirements under tight deadlines 

• Strong interpersonal skills 

• Strong ability to impart knowledge 

• Keen attention to detail 

• Flexible 

• Working hours is flexible and weekend/holiday schedule may be required 

• A working knowledge of computers, the Internet, MS Windows, MS Office, and Open Office 

• 30 words per minute 

• Preferred: Experience monitoring agent interaction of the same industry 

Work Experience & Education  

• At least one (1) year similar work experience (QA or Ops experience) 

• At least 2 years college level or high school graduate (ITC certified) 

Salary Range  

The base pay range for this position is up to $16 per hour; 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.