Are you interested in quality, coaching, and product expertise? Are you good at analyzing customer interactions, identifying improvement opportunities, and supporting others to perform at their best?
If you enjoy working with data, people, and processes, you may be our next Product Specialist & Quality Analyst with Croatian.
Your future role
Through transaction monitoring, CSAT evaluation, coaching, and data analysis, you will identify gaps in performance, soft skills, and technical knowledge, and actively contribute to their resolution.
Your responsibilities will include:
- Monitoring and evaluating customer calls and cases using quality monitoring tools and scoring frameworks
- Providing structured, proactive feedback and weekly coaching to Customer Support Representatives
- Contributing to both employee engagement and client satisfaction through continuous quality improvement
- Participating in calibration sessions and quality meetings (internal and client-facing, as required)
- Delivering quantitative and qualitative analysis to support and improve KPIs
- Coordinating and facilitating actions on quality-impacted metrics using data-driven insights
- Providing floor support and guidance to agents, including backlog case reviews
- Taking customer calls when operationally required
- Compiling and delivering reports requested by the client or management
- Supporting training activities for new hires or existing teams when needed
- Identifying recurring issues and training needs through regular analysis
- Escalating technical or product-related issues in line with client processes
- Updating knowledge base content, FAQs, Top Ten call drivers, and response templates
- Managing escalations and research activities to ensure agreed response times
- Replacing the Team Leader when required and supporting operational continuity
- Proactively proposing improvement ideas, corrective actions, and preventive measures
- Maintaining professional and collaborative relationships with internal teams and stakeholders
Your profile
You bring strong quality awareness, analytical thinking, and a proactive mindset, along with:
- Fluency in Croatian and English (C1 or above)
- Minimum 6 months tenure in the current role
- Performance KPIs in target in the past 3 months or minimum 2.0 in CPM for non-agents
- No written warnings or ongoing disciplinary process
- Completed higher education (college degree or equivalent) in a relevant field is required
- Proven quality performance (minimum 85% quality results)
- Strong technical understanding and product knowledge, with the ability to support agents effectively
- Very good MS Office skills (Excel and PowerPoint at intermediate level)
- Excellent communication, coaching, and feedback delivery skills
- Ability to work under pressure, manage multiple priorities, and adapt to change
- Strong customer focus and dedication to high service standards
- A collaborative, solution-oriented attitude and willingness to support the wider team
Benefits:
- Competitive monthly salary
- Monthly performance-based bonuses 30 RON/day meal tickets
- Permanent contract Private medical insurance
- 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.