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&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><br>
<div>
</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>

Spanish Quality Coach / Evaluator

<div></div><div><div><div><div><div><b>Job Description:
</b><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><br>
<div></div>
<div><b>
PURPOSE OF THE JOB</b></div><br>
<div></div>
<div><b>
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. </b><b>This position requires onsite work at the client&rsquo;s location in the United States and involves working in a 24-hour shift environment. Candidates must be willing to accommodate flexible shift schedules.</b></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></div><div><br>
<b>
EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED</b></div>
<ul>
<li>Fluency in the Spanish language C1</li>
<li>English level B2+</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><br>
<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>

Spanish Team Manager

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><b>MISSION</b></div></div><br>
<div></div>
<div>
<div>Represents and encourages a performance improvement culture within the company, working together with Operations and Support departments, supporting them to manage performance Improvement to help on the increase of efficiency and client/customer satisfaction.</div>
</div>
<div><div>Responsible to ensure in the company Compliance related to Quality/PeakOS and Security standards and policies.</div></div><div><br>
<div>
</div><div><div><b>ABOUT THE JOB</b></div>
</div>
<div><div>Identifies opportunities/issues, defines and manages performance improvement projects using the Lean/Six Sigma methods to drive specific targeted project goals, and works with trends and variation to prevent target failures.</div>
</div>
<div><div>Properly track success measures to effectively execute improvements, drive performance goals and demonstrate value added to our CX activity.</div>
</div>
<div><div>Recommends solutions and controls, and implementing approved recommendations. Implements and ensures accurate quality &amp;performance measurements and tools are implemented, such as PeakOS, QMS and ISMS</div></div><br>
<div></div>
</div><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><br>
<div>
</div></div></div></div><div><div><b>KEY RESPONSIBILITIES</b></div></div><div><br>
<div>
</div></div><div><ul><li><div>Understand and Meet all project goals (Quality, Delivery and Cost) and work together with Operations and support departments to control and track KPIs correctly and effectively</div>
</li>
</ul></div><div><ul><li><div>Identifies opportunities/issues, defines and manages performance improvement plans, with action plans, Bridge Plans and Glide Paths.</div>
</li>
</ul></div><div><ul><li><div>Support Operations Managers, performing root cause analysis and implement Bridge/glide/action plans to improve performance and client/customer satisfaction</div>
</li>
</ul></div><div><ul><li><div>Responsible for the implementation, compliance and improvement of the Foundever Peak Operating Standards PeakOS.</div>
</li>
</ul></div><div><ul><li><div>Ensure and promote project Compliance related to Quality and Security standards and policies ISO and PCI or any client requested certifications.</div>
</li>
</ul></div><div><ul><li><div>Implementation and control of Quality Monitoring Master Plans, supporting and improving Quality monitoring programs and CXpert program.</div>
</li>
</ul></div><div><ul><li><div>Recommends solutions and controls, and implement approved recommendations.</div>
</li>
</ul></div><div><ul><li><div>Point of contact of internal and external audits planning &amp; management and provide the focus, direction, and control.</div>
</li>
</ul></div><div><ul><li><div>Responsible to Identify, log and track Nonconformity and corrective actions in order to avoid possible recurrences</div><br>
<div>
<div><b>OTHER QUALIFICATIONS</b></div>
</div>
<div><div><b>Education</b></div>
</div>
<div><div>Preferable college degree or related work experience</div>
</div>
<div><div><b>Work Experience</b></div>
</div>
<div><div>Experience Target (in this job or a related function/field):</div>
</div>
<div><ul><li><div>Two years of contact center operational management experience</div>
</li>
</ul></div><div><ul><li><div>One year of demonstrated use of performance improvement methodologies or equivalent experience.</div>
</li>
</ul></div><div><ul><li><div>Experience in QMS and ISM Systems.</div>
</li>
</ul></div><div><div><b>Languages</b></div>
</div>
<div><ul><li><div>Fluency in English (required)</div>
</li>
</ul></div><div><ul><li><div>Other languages ( Valurated)</div>
</li>
</ul></div><div><div><b>Tools and Applications</b></div>
</div>
<div><ul><li><div>MS Office applications (Excel, PowerPoint, Word)</div>
</li>
</ul></div><div><ul><li><div>Minitab or statical tools</div>
</li>
</ul></div><div><div><b>COMPETENCIES &amp; BEHAVIORS</b></div>
</div>
<div><ul><li><div>Analytical</div>
</li>
</ul></div><div><ul><li><div>Data-driven</div>
</li>
</ul></div><div><ul><li><div>Self-motivated</div>
</li>
</ul></div><div><ul><li><div>Independent</div>
</li>
</ul></div><div><ul><li><div>Tech-savvy</div>
</li>
</ul></div><div><ul><li><div>Teamwork</div>
</li>
</ul></div><div><ul><li><div>Stakeholder management</div>
</li>
</ul></div><div><ul><li><div>Communication &amp; presentation</div>
</li>
</ul></div><div><ul><li><div>Obsessive about data</div>
</li>
</ul></div><div><ul><li><div>Passion for improvement</div>
</li>
</ul></div><div><ul><li><div>Willingness to learn new skills</div></li></ul><br>
</div>
<div></div><div><div><b>KNOWLEDGE&amp; EXPERIENCE</b><b>
</b></div></div><div><ul><li><div>Performance and Quality Improvement principles, methodologies, best practices and tools.</div>
</li>
</ul></div><div><ul><li><div>Ability to resolve problems and present appropriate business solutions and recommendations.</div>
</li>
</ul></div><div><ul><li><div>Strong analytical and project management skills with the ability to manage multiple tasks simultaneously.</div>
</li>
</ul></div><div><ul><li><div>Knowledge of Contact Centre/Operational environment Ability to resolve problems and present appropriate business solutions and recommendations.</div>
</li>
</ul></div><div><ul><li><div>Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team,</div>
</li>
</ul></div><div><ul><li><div>Excellent technical (MS Word, and Excel) and math/statistical skills.</div>
</li>
</ul></div><div><ul><li><div>Effective time management.</div>
</li>
</ul></div><div><ul><li><div>Ability to work in a dynamic, fast-paced environment.</div>
</li>
</ul></div><div><ul><li><div>Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.</div></li></ul><br>
</div>
<div></div><div><div><b>LEADERSHIP TOUCH</b></div>
</div>
<div><ul><li><div>Ability to timely and effectively advise internal stakeholders by providing them with clear, concise practical advice and creative solutions</div>
</li>
</ul></div><div><ul><li><div>Ability to think in integrated solutions and support sales and business development with subject matter expertise.</div>
</li>
</ul></div><div><ul><li><div>Ability to manage large scale, cross-functional projects.</div>
</li>
</ul></div><div><ul><li><div>Attention to detail required, ability to understand macro to micro operational perspective</div></li></ul></div></li></ul></div></div></div></div></div></div><div></div>

Performance Improvement Manager

Join Foundever and explore 3   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.

Foundever

About Company

Spanish Quality Coach / Evaluator

Spanish Team Manager

Performance Improvement Manager