Qureos Mentor

Foundever

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div>About Us</div>
</div><div><div>Foundever&reg; is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.</div>
</div></div></div><div>
We are seeking a dynamic and passionate <b>Trainer </b>to join our team.</div>
<div>
As a Trainer, you will be responsible for developing, organizing, and delivering training programs aimed at enhancing the skills and knowledge of employees.</div>
<div>
You will ensure that employees have the tools and resources they need to succeed in their roles and contribute effectively to the company's goals.</div>
<div><b>
Key Responsibilities:</b></div>
<ul>
<li>Design and deliver training programs to employees, focusing on both technical skills and soft skills.</li>
<li>Create training materials, manuals, and other resources to enhance the learning experience.</li>
<li>Conduct training sessions in various formats, such as in-person, virtual, and blended learning.</li>
<li>Collaborate with department heads and managers to identify specific training needs.</li>
<li>Analyze skills gaps and determine the most effective learning solutions.</li>
<li>Track progress and evaluate the effectiveness of training programs through feedback, assessments, and performance metrics.</li>
<li>Continuously improve training methods and materials based on feedback and new developments.</li>
<li>Maintain training records and ensure that all employees receive the required training.</li>
<li>Assist in scheduling training sessions and maintaining training calendars.</li>
<li>Work closely with cross-functional teams to align training initiatives with organizational objectives.</li>
<li>Communicate regularly with employees to gather feedback and ensure continuous improvement.</li></ul><br>
<div></div>
<div><b>
Qualifications:</b></div>
<ul>
<li>Bachelor's Degree in a relevant field or equivalent experience.</li>
<li><b>Proven experience as a Trainer, within a US experince</b></li>
<li>Strong presentation, communication, and interpersonal skills.</li>
<li>Ability to simplify complex concepts and adapt to different learning styles.</li>
<li>Experience with learning management systems (LMS) and other training tools.</li>
<li>Strong organizational and time-management skills.</li>
<li>Problem-solving skills and the ability to think critically to address training challenges.</li>
<li>Experience with e-learning platforms and tools is a plus.</li>
<li>Ability to work independently and as part of a team.</li></ul></div></div></div></div></div><div></div>

Trainer - US Experience

<div></div><div><div><div><div><div><b>Job Description:<br>
</b><div></div><div><br>
<b>PURPOSE OF THE JOB</b></div>
<div>
Responsible for supervising team's performance, ensuring that client's metrics are met, and the morale of the team is charged to drive the team towards success.</div><br>
<div></div>
<div><b>
KEY RESPONSIBILITIES</b></div>
<ul>
<li>To manage the performance of the team, develop and coach team members when they are carrying out their normal duties.</li>
<li>To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience.</li>
<li>To deal with underperformance cases in a professional, consistent, and timely manner, seeking advice as necessary.</li>
<li>To conduct regular 1:1 daily checkpoints and weekly PEPs.</li>
<li>Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve, and agreeing on and monitoring development plans.</li>
<li>To manage the workloads of the team, motivating them to ensure that all KPIs are met.</li>
<li>Communicate effectively with the team ensuring that all messages and information are being communicated consistently.</li>
<li>Ensure a high standard of code and leadership by being a role model and setting an example for others to follow.</li>
<li>To manage client relationships where applicable.</li>
<li>To manage the day-to-day activities in the call center with your peers and the OMD team.</li>
<li>To ensure that agreed service levels for the support are consistently delivered across all lines of business.</li>
<li>To be flexible, independent, and innovative.</li>
<li>Communicate with Remote sites and Clients - on a weekly basis.</li>
</ul>
<div><b>Quality</b></div>
<ul>
<li>To monitor and provide feedback on all transactions (calls, emails, faxes, data entry, case logs) as applicable to current and future business.</li>
<li>To provide individual coaching &amp; training to team members where appropriate.</li>
<li>Reach targets in respect of quality.</li>
<li>Foster a culture of continuous improvement in the account and overall operation.</li>
</ul>
<div><b>Requirements</b></div><div><br>
<b>
EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED</b></div>
<ul>
<li>Fluency in the English language B2+</li>
<li><b>US or Canadian experiencee is a must
</b></li><li>Candidates should be qualified for a University Degree level or equivalent</li>
<li>Previous Call Centre management experience is a must</li>
<li>Knowledge in Microsoft Office &ndash; Word/PowerPoint/Excel.</li>
<li>High-level knowledge of PC applications &ndash; Hardware &amp; Software (Preferable).</li>
<li>Excellent communication skills.</li>
<li>Ability to work on one&rsquo;s own initiative and under pressure to achieve results and targets.</li>
<li>Demonstrate organizational and time management ability.</li>
<li>Professionalism to deal with people management issues as they arise.</li>
<li>Good attention to detail is a requirement.</li>
</ul>
<div><b>JOB COMPETENCIES</b></div><br>
<div></div>
<ul>
<li>Execution</li>
<li>Communication</li>
<li>Result Orientation</li>
<li>Leadership</li>
<li>Customer Focus</li></ul><br>
<div></div>
<div><b>
SECURITY COMPLIANCE</b></div><br>
<div></div>
<div>
Employees must maintain compliance with Foundever's safety, security, and privacy programs. Responsible for being an active participant in the Foundever safety, security, and privacy programs to protect Foundever's business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all Foundever's employees.</div><br>
<div></div>
<div><b>
ETHICS COMPLIANCE</b></div><br>
<div></div>
<div>
Foundever is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times and are expected to adhere to Foundever's policies on ethics and integrity.</div></div></div></div></div></div><div></div>

Team Manager - US Experience

<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.</div>
<div>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><ul><li>Monitors CSR&rsquo;s performance on a daily basis, by taping, listening to, reviewing, and evaluating calls.</li>
</ul><ul><li>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)</li>
</ul><ul><li>Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring</li>
</ul><ul><li>Reports script problems or questions to appropriate areas</li>
</ul><ul><li>Assists in monitoring specific programs as needed</li>
</ul><ul><li>Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals</li>
</ul></div></div><div></div><div><div><ul><li>Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved</li>
<li>Provides relevant information for Monthly Quality Reports.</li>
<li>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</li>
</ul><ul><li>Acts at least half a day per week as CSR to keep up experience</li>
</ul><ul><li>Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.</li></ul></div></div></div></div></div></div></div></div><div></div>

Quality Coach / Evaluator - US Experience

<div>
 <strong>
  About Foundever &trade;
  <br/>
  <br/>
 </strong>
 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 +750 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.
 <br/>
 <br/>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 A Conversational Designer for Chatbots and Voicebots is responsible for creating, designing, and optimizing the user interaction experience with AI-driven conversational interfaces. Their role involves understanding client issues and expected outcomes (efficiency, automation, reduction of AHT) and user needs. He/She is in charge of designing the conversation flow, scripting dialogues, and ensuring that the bot can understand and respond to user queries effectively and naturally. They work to make the interaction as human-like as possible, often employing principles of psychology, linguistics, and user-centered design. Additionally, they analyze conversation data to identify patterns, improve responses, and enhance overall resolution, user satisfaction and KPIs.
 <br/>
 <br/>
 <strong>
  <strong>
   Duties and Responsibilities
   <br/>
   <br/>
  </strong>
 </strong>
 Collaborate with the team (and in particular Tech/Dev and project manager) to establish the best customer experience to reach the outcomes
 <br/>
 <br/>
 Realize the assessment and conversational AI strategy
 <br/>
 <br/>
 Balance choices of technology (CAI/GEN AI, translation) to achieve CX outcomes in collaboration with project manager for alignment with budget validated by the client.
 <br/>
 <br/>
 Responsible for building conversational scenarios and flows
 <br/>
 <br/>
 Build proto persona, bot persona and tone of voice and make voice proposal fitting with the brand expectation for Voicebots
 <br/>
 <br/>
 Copywriting of the bot prompts
 <br/>
 <br/>
 Integration of flows on Cognigy in partnership with developer
 <br/>
 <br/>
 Elaborate bot testing phases, UX improvement, and bot training
 <br/>
 <br/>
 Participate actively in the KPI analysis, roadmap and continuous improvement of the bot
 <br/>
 <br/>
 The conversational designer is also in charge of the bot training and gen AI knowledge base reinforcement
 <br/>
 <br/>
 Enable the AI trainer to handle intent matching, lexicons, training questions and helps with the analytics evaluations. They should be in direct communication with the conversation designers or developers as they need to understand how the architecture of the agent works to improve the NLU. And they should also be able to detect when users are dropping off and evaluate options if anything needs to be adjusted within the conversation design
 <br/>
 <br/>
 Elaborate and maintain in time conversational flows architecture (Miro / X mind)
 <br/>
 <br/>
 Elaborate and integrate conversational content based on text
 <br/>
 <br/>
 <li>
  <br/>
  <br/>
 </li>
 Brief the Creative Lead in case of visual content needs for Chatbots and ensure creative production is fully aligned with the brief
 <br/>
 <br/>
 Interact with tech/dev when integration and/or code is required to deliver the experience targeted
 <br/>
 <br/>
 Manage testing: adjust testing protocol model to the project, realize on-going testing of the experience built, identify testers, brief and coordinates testing with the project manager. Consolidate testing feed-back and integrate iterations with tech/dev.
 <br/>
 <br/>
 Adjust the testing material for client tests
 <br/>
 <br/>
 Consolidate test feedback under the supervision of Project Manager
 <br/>
 <br/>
 Integrate iterations asked by the client
 <br/>
 <br/>
 Contribute to the KPI analysis and make recommendations for improvement in run phase
 <br/>
 <br/>
 Integrate changes or evolutions validated by the client during the run
 <br/>
 <br/>
 Make the continuous training of the NLU / Reinforcement of the Knowledge AI or prompt engineering when using Gen AI.
 <br/>
 <br/>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 Must have:
 <br/>
 <br/>
 Experience in technical Team and Project Management&mdash;with a proven track record of delivering multi-national medium/ large-scale BOT/ Conversational AI solutions with a minimum of 3-5 years of experience.
 <br/>
 <br/>
 Strong understanding of conversational UX and specificities of each channel: chat or voice.
 <br/>
 <br/>
 Strong understanding of Natural Language Processing
 <br/>
 <br/>
 Ability to take advantage of Gen AI capabilities and integrate it in conversational design when required
 <br/>
 <br/>
 Understanding of LLM functioning and RAG to optimize content for Knowledge AI content preparation for Generative AI = prompt engineering capabilities
 <br/>
 <br/>
 Deep understanding and analysis of CAI KPIs
 <br/>
 <br/>
 Perfect written and verbal communication
 <br/>
 <br/>
 Fluent in written and spoken English and German (C1 level minimum).
 <br/>
 <br/>
 <strong>
  Nice To Have
  <br/>
  <br/>
 </strong>
 A master's degree in UX design / conversational design or equivalent work experience
 <br/>
 <br/>
 Proficiency in Portuguese, Spanish, German, French or any other EU language.
 <br/>
 <br/>
</div>


Conversational Designer - Fluent in German & English

<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&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 more than 750 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 seamless experiences to customers in the moments that matter.</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>
As a <b>CCaaS</b> <b>PS Engineer, </b>you will architect and perform solution implementations and ensure the success of our client projects from start to finish.</div></div></div><div><div><div><b>
Key Responsibilities</b></div>
</div><div><div><b>
Solution Design
</b></div><ul><li>Collaborate with clients to capture business and technical requirements</li>
<li>Design scalable CCaas solution leveraging Architect / Visio, routing, and digital channels</li>
<li>Develop IVR and bot workflows</li>
<li>Define technical integration strategies (REST APIs, webhooks, middleware)</li></ul><br>
<div></div>
<div><b>
Implementation &amp; Configuration</b></div>
<ul>
<li>Configure CCaaS components such as routing, queues, skills, wrap codes, user profiles</li>
<li>Build and optimize inbound/outbound voice, chat, email, and messaging flows</li>
<li>Integrate external systems such as CRM, WFM or custom apps</li>
<li>Develop and deploy custom scripts, data actions as needed</li></ul><br>
<div></div>
<div><b>
Programming &amp; Development
</b></div><ul><li>Write and test code for integrations and automation, as needed</li>
<li>Use OAuth2, API keys, and secure authentication for external system connectivity</li>
<li>Create middleware components</li></ul><br>
<div></div>
<div><b>
Project Delivery
</b></div><ul><li>Support project lifecycle &ndash; scoping, build, testing, and production deployment</li>
<li>Collaborate with cross-functional teams including Project Management, Sales, BI, Operations, etc</li>
<li>Provide technical documentation, user guides, and training as required</li></ul><br>
<div></div>
<div><b>
Optimization &amp; Support</b></div>
<ul>
<li>Conduct post-implementation reviews to enhance performance and efficiency</li>
<li>Stay current with new CCaaS releases</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 CCaaS 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><ul><li>3-7 years of strong expertise in Genesys/ CXone (other platforms are a plus)</li>
<li>Certificated Genesys Cloud Professional (GCP)</li>
<li>Experience in designing and deploying Omnichannel solutions (voice, chat, email, messaging)</li>
<li>Understanding JSON, Web Services, and Middleware frameworks</li>
<li>Excellent communication and interpersonal skills&mdash;able to run meetings and workshops, present confidently, and write functional specifications</li>
<li>Strong organizational skills, especially in high-pressure environments, with the ability to manage multiple projects effectively</li>
<li>A collaborative team player who can also work independently with minimal supervision</li>
<li>Fluent in English, with other languages being a plus</li>
<li>A proactive attitude, with a passion for learning and keeping up with the latest industry trends</li>
<li>Microsoft Office Suite: Powerpoint, Excel, PowerBI, etc.</li>
</ul>
<div>#LI-MB2<br>
#LI-Remote</div></div></div></div></div></div></div></div></div><div></div>

CCaaS Professional Services Engineer

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div>About Us</div>
</div><div><div>
Foundever&reg; is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.</div>
</div></div><div><div><div>
Job Summary</div>
</div><div><div><b>
Job Summary:
</b></div><div>We are seeking a dedicated and experienced Quality Coaches Supervisor to lead our quality assurance team within Foundever</div>
<div>The ideal candidate will be responsible for overseeing the quality coaching processes, developing team members, managing client relationships, and ensuring exceptional service delivery standards are met. This role requires strong analytical skills, effective communication, and the ability to foster a culture of continuous improvement.</div>
</div></div><div><div><div>
Primary Job Responsibilities</div></div><div></div><div><br>
<div><b>Key Responsibilities:</b></div>
<ul><li>Supervise and manage a team of Quality Coaches, providing guidance, support, and performance feedback.</li>
<li>Develop and implement quality assurance policies, procedures, and standards to improve the overall performance of the contact center.</li>
<li>Monitor calls, chats, and emails to assess adherence to quality standards and compliance with company policies.</li>
<li>Analyze quality metrics and trends to identify areas for improvement and collaborate with operations to implement corrective actions.</li>
<li>Conduct regular training sessions for Quality Coaches and frontline staff to enhance their skills and knowledge of quality standards.</li>
<li>Prepare and present quality reports to senior management, highlighting key performance indicators and improvement initiatives.</li>
<li>Attend and participate in Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) with clients to discuss quality metrics, performance, and strategies for improvement.</li>
<li>Build and maintain strong relationships with clients, serving as a point of contact for quality-related inquiries and feedback.</li>
<li>Collaborate with clients to understand their quality expectations and tailor quality assurance programs to meet their needs.</li>
<li>Foster a positive team environment that encourages open communication, teamwork, and accountability.</li>
<li>Stay updated on industry best practices and emerging trends in quality assurance within the BPOs.</li></ul><br>
<div>
</div><div><b>Required Skills:</b></div>
<ul><li>Strong analytical and reporting abilities.</li>
<li>Proficient in using quality monitoring tools and CRM systems.</li>
<li>Solid understanding of contact center operations and metrics.</li>
<li><b>Quality Assurance Leadership</b></li>
<li><b>Monitoring and Reporting</b></li>
<li><b>Collaboration and Feedback</b></li>
<li><b>Continuous Improvement</b></li>
<li><b>Compliance and Standards</b></li></ul><br>
<div>
</div><div><b>Experience:</b></div>
<ul><li>At least 2-3 years of experience in a quality assurance or related role in a contact center.</li>
<li>Proven experience leading teams and managing quality initiatives.</li>
<li>Proven experience managing client relationships</li>
<li>C1 English language</li></ul></div></div></div></div></div></div></div></div><div></div>

Quality Supervisor

<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.</div>
<div>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>
Job Summary</div>
</div><div><div>
We are looking for a proactive and results-driven <b>Sourcing Specialist</b> to join our Recruitment team. The ideal candidate will play a key role in identifying, attracting, and engaging top talent to meet our ongoing hiring demands in a fast-paced, high-volume BPO environment. You will act as the first point of contact between our company and potential candidates, ensuring a positive candidate experience while driving innovative sourcing strategies. This role requires creativity, strong communication skills, and the ability to manage multiple priorities while achieving ambitious recruitment goals.</div></div></div><div><div><div>
Primary Job Responsibilities</div>
</div><div><div><b>
Job Requirements:</b></div>
<div>
<ul><li>1&ndash;3 years of sourcing/recruitment experience, in a BPO or high-volume hiring environment.</li></ul>
<ul><li>Familiarity with sourcing tools (LinkedIn, Social media platforms, etc..).</li></ul>
<ul><li>Ability to thrive in fast-paced, target-driven environments.</li></ul>
<ul><li>Strong communication and networking skills.</li></ul>
<ul><li>Ability to meet daily/weekly targets in a high-pressure environment.</li></ul>
<ul><li>C1 English level .</li></ul></div></div></div></div><br>
<div></div>
<div><b>
Job Requirements:</b></div>
<div>
<ul><li>1&ndash;3 years of sourcing/recruitment experience, in a BPO or high-volume hiring environment.</li></ul>
<ul><li>Familiarity with sourcing tools (LinkedIn, Social media platforms, etc..).</li></ul>
<ul><li>Ability to thrive in fast-paced, target-driven environments.</li></ul>
<ul><li>Strong communication and networking skills.</li></ul>
<ul><li>Ability to meet daily/weekly targets in a high-pressure environment.</li></ul>
</div>
<div>We are looking for a proactive and results-driven <b>Sourcing Specialist</b> to join our Recruitment team. The ideal candidate will play a key role in identifying, attracting, and engaging top talent to meet our ongoing hiring demands in a fast-paced, high-volume BPO environment. You will act as the first point of contact between our company and potential candidates, ensuring a positive candidate experience while driving innovative sourcing strategies. This role requires creativity, strong communication skills, and the ability to manage multiple priorities while achieving ambitious recruitment goals.</div>
<div><b>
Main Responsibilities:</b></div>
<div>
<ul><li>Work hand-in-hand with the Marketing and Employee experiences for needed sourcing events.<br>
I.e. Job fairs, open days, etc..</li></ul>
<ul><li>Organize BAF events and make sure of the utilization.</li></ul>
<ul><li>Monitor the leads' conversion rate.</li></ul>
<ul><li>Build and maintain talent pipelines for recurring hiring needs.</li></ul>
<ul><li>Deliver high volumes of qualified candidates weekly to support recruitment targets.</li></ul>
<ul><li>Partner with recruitment marketing to run campaigns that increase applicant flow.</li></ul>
<ul><li>Maintaining a hiring target per month.</li></ul>
<ul><li><b>Sourcing Mix:</b> Balance between job boards, referrals, and alternative channels.</li></ul></div></div></div></div></div></div><div></div>

Sourcing Specialist

Join Foundever and explore 8   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.