Job Information
Foundever Quality Assurance Analyst in Lima, Peru
Quality Assurance Analyst
Req ID#: 386528
Lima, Lima, Peru
Job Description:
About Us
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.
Our Core Values are:
Creativity: Make it simple, lead the change.
Commitment: Aim for better, impact for the good.
Connection: Share experiences, grow together.
Job Summary
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
Primary Job Responsibilities
To succeed in the role, you will need to have:
Good level of English (at least B2 ) both verbal and written
Ability to give constructive feedback to CSRs which lead to performance improvement
Excellent verbal and written communication skills
Logical and objective approach to call assessment
Effective time management
Ability to organize and prioritize, set priorities and multi-task
Skills/Knowledge/Abilities
Education
Experience Target
Specialized Certifications
Job Segment: QA, Quality Assurance, Technology, Quality