Analista de Control de Calidad

About Us

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.

Our Core Values are:

• Creativity: Make it simple, lead the change.
• Commitment: Aim for better, impact for the good.
• Connection: Share experiences, grow together.

Come and work with us.

We are looking for a talented and accomplished Quality Control Analyst (BPO-Contact Center) to enhance the competencies of individual employee’s coaching programs and be responsible for monitoring procedures and identifying improvements or non-conformity issues.

As a Quality Analyst (BPO) these are the requirements you'll need:

• Time flexibility (essential).
• Excel proficiency (essential).
• University degree or equivalent work experience.
• Intermediate level knowledge of Microsoft Office suite applications: Outlook, Excel, PowerPoint, Word (desirable).
• Financial or Car leasing industry background
• SharePoint user and developer knowledge (desirable).
• Ability to supervise and evaluate the service according to established parameters, policies and procedures.
• Ability to analyze data using statistical and analytical tools.
• Ability to manage small projects.
• Ability to design follow-up samples.
• Ability to implement and use quality analysis tools.
• Ability to implement monitoring and feedback techniques.
• Excellent listening skills.
• Excellent communication (written and spoken) skills – Spanish and English
• Communication and motivation skills at different levels: first-line agents, team leaders, account supervisors, account managers, customer representatives, among others.
• Ability to present different situations in a positive tone, promoting improved performance.
• Maintain communication between the Training and Operations Department.
• Email etiquette.
• Time management.
• Adaptability.
• Problem solving ability.
• Leadership.
• Ability to navigate the Internet in search of specific topics and knowledge.

To succeed in the role, you will have these responsabilities:

• Meet the assigned audit quota.
• Meet internal calibration quotas and calibration levels.
• Determine monitoring workloads for all QA testers in the account.
• Process reevaluation requests.
• Comply with the quality control manual.
• Review customer evaluations and question them if necessary.
• Audit supervisory evaluations upon request or based on your personal judgment.