Join Our Team at Foundever!
Are you looking for a management position in a dynamic environment that allows you to enhance your skills and gain valuable experience in the customer experience (CX) industry? We are a global leader with over 170,000 amazing associates worldwide, and we’re now looking for you to join our team!
Customer Service Quality Analyst with German
Customer Service Quality Analyst with German
Location: Gdańsk
Why Apply for the Quality Analyst Position?
- Comfortable working conditions from our modern office in Gdańsk in hybrid mode.
- Career advancement: Regular training, mentoring, and promotion opportunities – 92% of our managers started as consultants!
- Great atmosphere: Friendly team, corporate events, and team-building activities. Feel like part of our community.
Primary Job Responsibilities
- Performance Monitoring: Monitor CSR performance daily through call evaluations to ensure adherence to service quality standards.
- Constructive Feedback: Provide appropriate feedback to CSRs on service quality, focusing on adherence to procedures and scripts to improve caller interactions.
- Collaboration: Attend meetings with supervisors and project leaders to discuss monitoring outputs and collaborate on improvement initiatives.
- Reporting: Prepare and provide relevant information for monthly quality reports, assisting in identifying areas for improvement.
- Training Collaboration: Give feedback to the training department to ensure new agents are trained on quality issues identified during monitoring.
- Compliance: Understand and ensure adherence to all company and client security policies, providing necessary training to team members.
What We Expect from You:
- Language: Fluent in German (C1/Native) and good knowledge of English (B2-C1).
- Experience: Minimum 12 months of call center experience, preferably as a Product Specialist or Mentor with successful coaching and management of others.
- Skills: Strong verbal and written communication skills, organizational abilities, and effective project management.
- Personality: Motivated, enthusiastic, and eager to contribute.
Additional Assets:
- Problem-Solving Skills: Ability to influence behavior and provide constructive feedback for performance improvement.
- Independence: Capability to work with minimal supervision while multitasking effectively.
Detail-Oriented: Keen eye for detail in assessing call quality and ensuring compliance with policies.
What We Offer:
- Performance Bonuses: Up to 10% of your salary based on KPI achievements.
- Benefit Package: Co-funding for glasses and vacations, employee referral programs, and vouchers for various occasions.
- Private Health Insurance with Medicover for employees.
- Multisport Card and internal Everbetter program promoting a healthy lifestyle.
- Career Development: Opportunities for training and collaboration across international locations.
- Mental Health Support: Access to professional psychological assistance, stress management workshops, and educational materials to support your well-being.
Poznaj
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.