Qureos Mentor

Foundever

<div>
 <p>
  We are looking for a talented and accomplished
  <strong>
   Performance Improvement Manager
  </strong>
  to join our team.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   As a Performance Improvement Manager, Your Daily Responsibilities Will Include
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  The Manager of Performance Improvement is responsible for executing performance improvement initiatives to enhance client satisfaction, productivity, and profitability. This role involves close collaboration with operations to ensure standards and customer expectations are met and partnering with Continuous Improvement (CI) to assess the impact of solutions and drive client outcomes.
 </p>
 <ul>
  <li>
   Performance Monitoring &amp; Evaluation
  </li>
  <li>
   Quality Assurance and Control
  </li>
  <li>
   Feedback &amp; Improvement Initiatives
  </li>
  <li>
   Performance Reporting &amp; Communication
  </li>
  <li>
   Change Management
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   To succeed in the role, you will need to have
  </strong>
 </p>
 <ul>
  <li>
   Excellent conversational and written knowledge in English
  </li>
  <li>
   Statistical Analysis tools (Minitab, R, Python, Power BI)
  </li>
  <li>
   ICoach and RCA tools (Fishbone, VBM, Impact Calculator)
  </li>
  <li>
   Six Sigma, ISO and COPC certifications are an asset
  </li>
  <li>
   Experience with various types of improvement approaches: Continuous improvement projects and Kaizen events.
  </li>
  <li>
   Good understanding of management of key financial metrics, such as cost, gross margin, and revenue
  </li>
  <li>
   Ability to persuade and skills to negotiate to manage and build consensus through storytelling and partnerships with Continuous Improvement departments, COE (products), operations, account management, and sales
  </li>
  <li>
   Knowledge of Operations and Account Management processes
  </li>
  <li>
   Ability to translate statistical and analytical data into cohesive story/ journey map
  </li>
  <li>
   Market intelligence (competitors, trends, etc.)
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Education and Experience
  </strong>
 </p>
 <ul>
  <li>
   Min 3 years Contact Centre management experience
  </li>
  <li>
   Bachelor&rsquo;s Degree or equivalent
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Benefits
  </strong>
 </p>
 <ul>
  <li>
   Competitive salary in Euros
  </li>
  <li>
   Additional bonuses
  </li>
  <li>
   Private healthcare &amp; dental insurance
  </li>
  <li>
   Growth opportunities through various development programs
  </li>
  <li>
   Fun and engaging company-wide initiatives, including our EverBetter wellness program
  </li>
  <li>
   Job stability
  </li>
  <li>
   Life-long skills and experience
  </li>
  <li>
   Excellent work culture
  </li>
 </ul>
 <p>
  <strong>
   Go further with Foundever&reg;
  </strong>
 </p>
 <p>
  <strong>
  </strong>
 </p>
 <p>
  We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
 </p>
 <p>
 </p>
 <p>
  <strong>
   Apply today!
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   About us
  </strong>
 </p>
 <p>
  Foundever&reg; is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we&rsquo;re the team behind the best experiences for +800 of the world&rsquo;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.
 </p>
</div>


Performance Improvement Manager

<div>
 <p>
  <strong>
   &Uuml;ber Foundever&trade;
  </strong>
 </p>
 <p>
  Foundever&trade; ist ein weltweit f&uuml;hrendes Unternehmen im Bereich Customer Experience (CX). Mit 170.000 Mitarbeitern auf der ganzen Welt bieten wir erstklassige Kundenerlebnisse f&uuml;r mehr als 750 weltweit renommierte Marken und digitale Unternehmen. Daf&uuml;r setzen wir uns mit innovativen CX-L&ouml;sungen, modernen Technologien und umfassender Expertise ein. Wir unterst&uuml;tzen die Gesch&auml;ftsanforderungen unserer Kunden und helfen ihnen, sich eine starke Marktposition zu sichern.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Stellenbeschreibung
  </strong>
 </p>
 <p>
  Sind Sie ein erfahrener Fachmann im Kundenservice und haben eine Leidenschaft f&uuml;r F&uuml;hrung? Tanken Sie Energie durch die Zusammenarbeit mit einem Team, um die Kundenzufriedenheit auf neue H&ouml;hen zu bringen? Dann starten Sie als Teamleiter im Kundenservice in der T&uuml;rkei durch!
 </p>
 <p>
  Als Teamleiter im Kundenservice in der T&uuml;rkei haben Sie die Chance, dies zu verwirklichen. Sie werden die treibende Kraft hinter einem dynamischen Team sein, und Ihre Aufgaben umfassen unter anderem:
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Erkennen von Problemen innerhalb der Organisation, die Ihr Team betreffen, und Weitergabe dieser Probleme an die zust&auml;ndigen Personen, um L&ouml;sungen zu finden.
  </li>
  <li>
   Pr&auml;zise Dokumentation der Entwicklungen in Ihrem Team und Berichterstattung von Besonderheiten an die Abteilungsleitung in Bezug auf Mitarbeiter und Arbeitsabl&auml;ufe.
  </li>
  <li>
   Fungieren als Ansprechpartner f&uuml;r die Mitarbeiter in Ihrem Team.
  </li>
  <li>
   F&uuml;hren von Gespr&auml;chen mit Mitarbeitern &uuml;ber Coaching, Einstellung, Verhalten und den Bewertungszyklus, wobei Sie durch Coaching ihre Leistung verbessern.
  </li>
  <li>
   Aufteilen der Aufgaben im Team und &Uuml;berwachung des Fortschritts, um sicherzustellen, dass keine Aufgaben liegen bleiben. Spricht Sie diese Stelle an? Dann bewerben Sie sich noch heute!
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Anforderungen:
  </strong>
 </p>
 <ul>
  <li>
   Sie sind analytisch und kreativ und verf&uuml;gen &uuml;ber eine l&ouml;sungsorientierte Denkweise.
  </li>
  <li>
   Sie haben ausgezeichnete Kommunikationsf&auml;higkeiten.
  </li>
  <li>
   Sie sind stark in der Organisation und arbeiten L&ouml;sungsorientiert.
  </li>
  <li>
   Sie haben Erfahrung im Coaching und in der F&uuml;hrung in einer vergleichbaren Position.
  </li>
 </ul>
 <p>
  .
 </p>
 <p>
  <strong>
   Was wir bieten:
  </strong>
 </p>
 <p>
  Wir bieten Ihnen ein anregendes Arbeitsumfeld in einem wachsenden Unternehmen, in dem Ihre F&uuml;hrung einen Unterschied macht. Dar&uuml;ber hinaus profitieren Sie von:
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Attraktives Grundgehalt mit vielen Bonusm&ouml;glichkeiten, Verdienst in Euro.
  </li>
  <li>
   Reisekostenerstattung.
  </li>
  <li>
   Arbeit von unserem modernen B&uuml;ro in Levent
  </li>
  <li>
   Private Krankenversicherung (nach der Probezeit).
  </li>
  <li>
   20 Urlaubstage im ersten Jahr.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  Wir freuen uns darauf, Ihren Lebenslauf zu erhalten.
 </p>
 <p>
  Besch&auml;ftigungsart: Vollzeit, Festanstellung.
 </p>
 <p>
 </p>
</div>


Operasyon Takım lideri

<div>
 <p>
  We are looking for a talented and accomplished
  <strong>
   Lead Technical Support Engineer
  </strong>
  to join our team.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   As a Lead Technical Support Engineer, Your Daily Responsibilities Will Include
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Reproduce customer environment and run tests
  </li>
  <li>
   Liaise between sales team, customer success team, and customers to properly address customer problems
  </li>
  <li>
   Troubleshoot and configure software and hardware
  </li>
  <li>
   Provide advanced technical support to Lenovocustomers, field engineers, and service teams
  </li>
  <li>
   Take full ownership of customer cases and managethem through to resolution
  </li>
  <li>
   Escalate cases to Level 2/3 support and CustomerRelations teams when required
  </li>
  <li>
   Conduct root cause analysis of recurring issuesand develop corrective action plans
  </li>
  <li>
   Monitor and follow up on part distribution andrepair processes, reporting and resolvingdiscrepancies
  </li>
  <li>
   Document actions taken and maintain clear,professional communication with customers
  </li>
  <li>
   Perform trend and process analysis, providingfeedback to improve team performance
  </li>
  <li>
   Take on supervisory responsibilities such astraining, quality coaching, and team leadership
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   2+ years' of technical support experience
  </li>
  <li>
   Native-speaking Dutch
  </li>
  <li>
   Customer service oriented
  </li>
  <li>
   Strong written and verbal and troubleshooting skills
  </li>
  <li>
   College Degree (preferred)
  </li>
  <li>
   High School Degree or GED (required)&bull; PC industry knowledge required
  </li>
  <li>
   Sales/service experience in retail, sales, service or other &ldquo;helping&rdquo; business (preferred)
  </li>
  <li>
   At least 1 year experience in PC Field support (preferred)
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Go further with Foundever&reg;
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Apply today!
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   About us
  </strong>
 </p>
 <p>
  Foundever&reg; is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we&rsquo;re the team behind the best experiences for +800 of the world&rsquo;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.
 </p>
</div>


Lead Technical Support Engineer

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div><b>About Foundever&trade;</b></div>
</div><div><div>
Foundever&reg; is the next-generation services leader reinventing customer experience (CX). Built on diverse and proven industry experience, we proudly combine the latest in digital operations with a 150,000-strong, people-led workforce across +45 countries.</div><br>
<div></div>
<div>
Each year we enable 3.3 billion conversations in +60 languages for more than 800 world-leading brands, helping them keep their brand promises in every moment that matters. And every day our AI-powered solutions integrate deep human insight to deliver technology-enabled, people-led and insight-driven outcomes at scale. We are building new ways to simplify the complexity of change, accelerate digital transformation and create measurable brand and business momentum for our clients.</div>
<div>
How&rsquo;s it going so far? Here&rsquo;s what others have to say about the work we&rsquo;re doing: check out our award-winning results.</div>
<div>
And, we&rsquo;re having fun while we do it &ndash; learn more about our award-winning culture.</div>
<div>
Get to know more about us at foundever.com and connect with us on LinkedIn, Facebook and Instagram.</div><br>
<div></div>
<div><b>
Or hear directly from our people about what it&rsquo;s like to wake up and keep brand promises: </b>Foundever stories.</div></div></div><div><div><div><b>
Business Unit Summary</b></div>
</div><div><div>
At Foundever, we are revolutionizing customer experience with cutting-edge digital solutions. As we continue to grow, we are building a pioneering Digital Services organization and seeking exceptional talent to join our Professional Services &ndash; CAI team.</div>
<div>
This is your chance to be part of a dynamic, forward-thinking group working on high-impact projects that drive innovation in the Conversational AI space. If you&rsquo;re passionate about end-to-end solution implementations, top-tier CX technology, and customer success, this role is for you.</div></div></div><div><div><div><b>
Job Summary</b></div>
</div><div><div>
<div>The Conversational AI Delivery Manager is responsible for overseeing the end-to-end delivery of Conversational AI projects (chatbots and voicebots), from implementation to continuous improvement. This role ensures that all projects are executed in alignment with quality standards, technical requirements, and strategic goals. Key responsibilities include defining project objectives, managing timelines and resources, and coordinating cross-functional teams. The CAI Delivery Manager acts as the main point of contact for clients and internal stakeholders, ensuring transparent communication and alignment throughout the project lifecycle. They monitor performance and KPIs, identify and mitigate risks, and drive continuous optimization to ensure long-term project success. Additionally, the Delivery Manager owns the project roadmap, ensuring strategic prioritization based on business impact, automation goals, and scalability.</div>
</div></div></div><div><div><div><b>
Location</b></div>
</div><div><div>
Remote &mdash; must be located in <b>Portugal, Egypt, Spain, Serbia, Romania, or Poland.</b><br>
<b>Eligibility:</b> Candidates must reside and be legally authorized to work in one of the above countries.</div></div></div><div><div><div><b>
Key Responsibilities</b></div>
</div><div><ul><li>Follow the project setup plan, defining clear objectives and strategies.</li>
<li>Assigning tasks and responsibilities for Conversational Designers and Conversational AI Engineers.</li>
<li>Supervise and monitor all stages of the project from setup to maintenance, ensuring progress, quality standards, technical requirements, and resolving issues.</li>
<li>Identify and mitigate project risks, developing contingency strategies.</li>
<li>Engage and regularly communicate with relevant project stakeholders.</li>
<li>Collect and document customer requirements.</li>
<li>Maintain effective communication with the client to ensure business needs are met.</li>
<li>Ensure that the project is delivered on time and within client-approved constraints.</li>
<li>Client-facing meetings such, weekly check-ins, delivery presentations, and retrospectives, capturing and tracking decisions and next steps.</li>
<li>Ensure compliance with internal processes and client SLAs, including documented handoffs, approval flows, and QA checkpoints.</li>
<li>Consolidate and translate client feedback into actionable items for the team, maintaining clarity and consistency.</li>
<li>Present status, tracking project performance and KPIs, delivery health, and future optimization paths.</li>
<li>Support backlog prioritization, helping the team define what gets tackled in each sprint.</li>
<li>Ensure project visibility and stakeholder alignment through reporting, dashboards, and regular updates.</li>
<li>Owns the project roadmap, ensuring long-term planning with clear prioritization based on strategic goals, business impact, and automation targets.</li>
</ul></div></div><div><div><div><b>Why You&rsquo;ll Love This Role</b></div>
</div><div><div>
   Be at the forefront of CX transformation, working with leading BOT/ AI technologies, specially Genesys delivery.<br>
   Work with global clients across the U.S. and EMEA, delivering cutting-edge solutions in a fast-paced, dynamic environment<br>
   Collaborate with a talented team of experts in AI, automation, performance, and agent tools to deliver exceptional results<br>
   Drive business success by managing multiple projects and clients simultaneously, with opportunities to showcase your leadership and problem-solving skills<br>
   Grow professionally by working on complex, high-visibility projects while honing your technical, project management, and client relationship skills</div></div></div><div><div><div><b>
Qualifications &ndash; Experience</b></div>
</div><div><div>
Must have:</div>
<ul>
<li>Strong leadership and interpersonal skills.</li>
<li>Excellent communication and presentation skills.</li>
<li>Proficiency in project management tools and methodologies (e.g., Agile, Scrum).</li>
<li>Knowledge of AI technologies, chatbots, voicebots and conversational interfaces.</li>
<li>Experience with client-facing roles.</li>
<li>Ability to work under pressure and meet tight deadlines.</li>
<li>Strong organizational and time management skills.</li>
<li>Proficient in Excel and PowerPoint.</li>
<li>Data-driven mindset.</li>
<li>Fluent in written and spoken English (C1 level minimum).</li>
</ul>
<div>Nice to have:</div>
<ul>
<li>Proficiency in German, French or any other EU language.</li>
<li>A proactive attitude, with a passion for learning and keeping up with the latest industry trends.</li>
<li>Familiarity with project management software (e.g., Jira, Smartsheet).</li>
<li>A collaborative team player who can also work independently with minimal supervision.</li>
<li>Experience in chatbot and voicebot project using Cognigy or LLM tools.</li></ul><br>
<div></div>
<div>
#LI-MB2<br>
#LI-Remote</div></div></div></div>
</div></div></div></div><div><div><div><div><div><p>Watch this video to get a sneak peak of the job in action</p></div></div></div></div></div></div><div></div>

Delivery Manager - Conversational AI (German & English)

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div>About Us</div>
</div><div><div>
Foundever&trade; is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we&rsquo;re the team behind the best experiences for +800 of the world&rsquo;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.</div>
</div></div><div><div><div>
Primary Job Responsibilities</div></div><div></div><div><br>
<div><b>
Operations Management</b></div>
<ul>
<li>Establish and maintain business standards for accuracy, productivity, and reliability.</li>
<li>Manage the daily functions of the business.</li>
<li>Prepare annual performance review and reevaluate processes.</li>
<li>Meet contract service key performance measures.</li>
<li>Ensure regulatory, compliance, and legal rules are followed.</li>
<li>Manage budget to align with goals of business.</li>
<li>Manage the relationship with WFM for optimum utilization of resources.</li>
<li>Meet daily, weekly &amp; monthly reporting obligations, provide thorough analysis on operational trends and corrective actions.</li>
</ul>
<div><b>People Management</b></div>
<ul>
<li>A role model for the team.</li>
<li>Set key performance indicators for the team.</li>
<li>Monitor performance and implement performance management tools to ensure continuous feedback (one-ones, performance dialogue).</li>
<li>Communicate company, department &amp; unit objectives, ensure proper alignment and understanding of the end-end role.</li>
<li>Set and supervise development plans for teams &amp; individuals.</li>
<li>Improve team productivity period over period.</li>
<li>Set team &amp; individual targets.</li>
<li>Manage team attrition to acceptable levels.</li>
<li>Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with Human Resources.</li>
<li>Maintain team technical proficiency and productivity, and provide technical training where required.</li>
<li>Set SMART goals and targets for the planning teams and ensure their alignment and integrity with strategic directions of the departments.</li>
<li>Identify required resources and skill sets/competencies required to carry out successfully unit plans.</li>
<li>Balance and monitor the workload distribution to match the business needs and team capabilities.</li>
<li>Promote cross-training and knowledge share between the team members and prepare professional development action plan for team members.</li>
<li>Provide formal and informal performance feedback on an ongoing basis.</li>
<li>Customer Management &amp; Support.</li>
<li>Maintain and enhance the company&rsquo;s standards of customer service.</li>
<li>Use all available measures to push continuous improvement to high customer satisfaction level.</li>
<li>Map operations processes to customer satisfaction indicators.</li>
<li>Ensure operations are compliant with regulatory requirements, check periodically for updates.</li>
</ul>
<div><b>Requirements:</b></div>
<ul>
<li><b>English Proficiency of C1, with a second language being a plus.</b></li>
<li>Advanced knowledge of Microsoft Office applications (Word, Excel, PowerPoint, MS Project).</li>
<li><b>5 years of experience in the call center industry.</b></li>
<li><b>Proven 1-2 year experience as an Operations Manager or equivalent title is a must for a US account.</b></li>
<li>Previous project management experience is a plus.</li>
</ul></div></div></div></div></div></div></div><div><div><div><div><div><p>Watch this video to get a sneak peak of the job in action</p></div></div></div></div></div></div><div></div>

Operations Manager - US Experience