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About Foundever™

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.

Come and work with us.

We are looking for a talented and accomplished Dutch speaking 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 :

Experience

Go further with Foundever™

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

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At Foundever, we recognize that our success is rooted in the diversity of our team, and we firmly believe that our differences are a powerful asset.

As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.

We are dedicated to respecting and valuing the unique perspectives, backgrounds, and abilities of every individual within our company.

Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.

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