Req ID#: 417173

Remote, Any Location, United States of America

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Job Description:

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 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.

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021

Gold Stevie Award Winner for Great Employers in 2024 and 2022

We foster an exciting culture of creativity, connection, and commitment

Read more about our culture: Foundever® Stories.

Summary of Responsibilities

Once an agent assume the role of Quality Assurance, primary function is to complete transaction monitoring of agent outputs of the program/s he/she is assigned to. Vital to the successful performance of this task, he/she is expected to perform all duties and responsibilities outlined below.

Monitors agent interaction e.g. chat, email, call (inbound/outbound)

Listens to customer feedback or scrub customer verbatim

Mans the chatroom

Attends both internal and external calibration session

Takes calls (or other form of agent interaction), as required

Partners with the TL through TL-QA partnership

Coaches the agent, as needed

Participates in company, department, and team activities

Adheres to company and department standards

Handles multiple accounts as needed

Attends to ad hoc requests/requirements that may be deemed necessary

Comply with Foundever® Code of Conduct

Perform other duties as assigned.

Position Qualifications

Strong initiative and sense of urgency, able to proactively identify/communicate issues and follow-up for resolution

Works with minimal supervision

Excellent time management skills

Strong ability to complete requirements under tight deadlines

Strong interpersonal skills

Strong ability to impart knowledge

Keen attention to detail

Flexible

Working hours is flexible and weekend/holiday schedule may be required A working knowledge of computers, the Internet, MS Windows, MS Office, and Open Office

30 words per minute

Preferred: Experience monitoring agent interaction of the same industry

Work Experience &

Education

At least one (1) year similar work experience (QA or Ops experience)

At least 2 years college level or high school graduate (ITC certified)

Salary Range The base pay range for this position is up to $16 per hour; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.

Pre-employment Requirements:

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.

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