Quality Coach / Evaluator - US Experience

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 +800 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.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Primary Job Responsibilities

• Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing, and evaluating calls.

• Provides appropriate feedback to CSRs on quality of service to ensure adherence to procedures and scripts with the aim of improving the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)

• Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring

• Reports script problems or questions to appropriate areas

• Assists in monitoring specific programs as needed

• Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals

• Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved
• Provides relevant information for Monthly Quality Reports.
• Provides feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained

• Acts at least half a day per week as CSR to keep up experience

• Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.

Main Qualifications

• Fluency in English is a must .
• Minimum 1 year of experience as a quality coach evaluator in a US project .
• Ability to provide feedback in a positive and supportive manner .
• Strong verbal and written communication skills.
• Good organization/time management skills .