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, live chat, WhatsApp, and back-office activities
• 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

Benefits:

• Competitive salary
• Monthly performance bonus
• 35 RON meal tickets
• Cost of a monthly subscription for public transportation (120 ron/month)
• A well-defined career path with many opportunities to grow in different directions
• After 6 months, possibility to work in a hybrid model (up to 3 days from home) based on performance and business needs

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?
Do you want to work from our brand-new office in Bucharest, on a dynamic project where you can develop and grow?
If so, you might be the next Quality Analyst – German & English for our support team.
Your profile:

• German – Advanced level
• English – Advanced level
• 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
• Willingness to work fully onsite from our Bucharest office (hybrid possibility after 6 months, based on performance and business needs)
• Flexibility to work in a rotational schedule, Monday–Saturday

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.

At Foundever®, we make things simple. 

Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed. 

Create your best moments.

We believe that small moments can have a big impact on our work experiences, customers, teams, and friends. By creating positive moments for each other, we make a difference and improve our associate experience.