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:
- Language criteria: Advanced level of support language (Italian, French, or German) + English Advanced
- Minimum 6 months tenure in the current position
- No written warnings or ongoing disciplinary process
- Completed higher education (college degree or equivalent) is required
- Performance KPIs in target in the past 3 months or minimum 2.0 in CPM for non-agents
- 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
- Replace the Team Leader when he/she is not on the floor
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 (2 urban/metropolitan lines)
- Relocation package of 500 EUR gross/month for the first 6 months (for candidates who need to relocate)
Internal Selection Process:
- Language Assessment
- AC & Interview
At Foundever®, we make things simple.
Put simply, 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, teams, and friends. By creating positive moments for each other, we make a difference and improve our associate experience.
Let's create best moments together!