Quality Analyst with German & English (RO Remote, any Location, RO, RO)

Quality Analyst with German & English (RO Remote, any Location, RO, RO) at Foundever in Romania.

Role Summary

Required Language

German, English

Responsibilities

Your future role

Job Objectives

• Through transaction monitoring, CSAT evaluation, feedback, coaching, training support, and performance analysis, the Quality Analyst is responsible for identifying performance gaps and driving continuous improvement across the support team.
• You will help ensure consistent service quality for customers receiving assistance for a portfolio of home and lifestyle products, including small domestic appliances and coffee solutions.
• Responsibilities and Output
• Monitor and score customer interactions across voice, email
• Provide structured, proactive feedback and coaching to Customer Support Representatives on a weekly basis
• Contribute positively to both employee engagement and client satisfaction
• Participate in Calibration Sessions and Quality Meetings (internal and external) according to account needs
• Deliver quantitative and qualitative analysis to positively impact Key Performance Indicators
• Coordinate and facilitate actions on quality-impacted metrics through relevant data analysis
• Compile and present reports requested by the Client or Management
• Identify training needs and contribute to continuous improvement initiatives
• WAH set-up accommodated

Requirements

• German – Advanced level (C1)
• English – Medium level (B2)
• Completed higher education (college degree or equivalent) is required
• Strong analytical mindset and attention to detail
• Coaching and feedback delivery skills
• Ability to work in a structured, KPI-driven environment
• Flexibility to work in a rotational schedule, Monday–Sunday

Benefits

• Competitive salary
• Monthly performance bonus
• 35 RON meal tickets
• A well-defined career path with many opportunities to grow in different directions
• WAH set-up accommodated
• At Foundever ®, we make things simple.
• Our mission is to be the solutions and the team behind the best experiences for the world’s leading brands — wherever and whenever needed.
• We believe that small moments can have a big impact on our work experiences, customers, and teams. By creating positive moments for each other, we make a difference and continuously improve our associate experience.
• Let’s create best moments together.
• Full time
• Permanent

Description

• Are you an analytical, detail-oriented individual, passionate about delivering the highest quality customer experience?
• Do you enjoy coaching others, improving processes, and driving performance?
• If so, you might be the next Quality Analyst – German & English for our support team.

About the Company

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.

The Global HRIS team manages an application portfolio dedicated to Foundever HR Global systems. Part of IT, the organization is responsible for a global scope of services that includes HR Application Management, HR Integration, Automation & Analytics, HR Project Delivery and Vendor Management. SAP SuccessFactors is the global HR technology platform for Foundever and supports global processes across Core HR, Talent Development, Talent Acquisition and Payroll. The Global HRIS team is responsible for delivering and sustaining a common, scalable and efficient technology stack for employees in more than 40 countries.