Seasonal Flex QA - Remote.
Req ID#: 417173
Remote, Any Location, United States of America
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Job Description:
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.
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.
Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021
Gold Stevie Award Winner for Great Employers in 2024 and 2022
We foster an exciting culture of creativity, connection, and commitment
Read more about our culture: Foundever® Stories.
Summary of Responsibilities
Once an agent assume the role of Quality Assurance, primary function is to complete transaction monitoring of agent outputs of the program/s he/she is assigned to. Vital to the successful performance of this task, he/she is expected to perform all duties and responsibilities outlined below.
Monitors agent interaction e.g. chat, email, call (inbound/outbound)
Listens to customer feedback or scrub customer verbatim
Mans the chatroom
Attends both internal and external calibration session
Takes calls (or other form of agent interaction), as required
Partners with the TL through TL-QA partnership
Coaches the agent, as needed
Participates in company, department, and team activities
Adheres to company and department standards
Handles multiple accounts as needed
Attends to ad hoc requests/requirements that may be deemed necessary
Comply with Foundever® Code of Conduct
Perform other duties as assigned.
Position Qualifications
Strong initiative and sense of urgency, able to proactively identify/communicate issues and follow-up for resolution
Works with minimal supervision
Excellent time management skills
Strong ability to complete requirements under tight deadlines
Strong interpersonal skills
Strong ability to impart knowledge
Keen attention to detail
Flexible
Working hours is flexible and weekend/holiday schedule may be required A working knowledge of computers, the Internet, MS Windows, MS Office, and Open Office
30 words per minute
Preferred: Experience monitoring agent interaction of the same industry
Work Experience &
Education
At least one (1) year similar work experience (QA or Ops experience)
At least 2 years college level or high school graduate (ITC certified)
Salary Range The base pay range for this position is up to $16 per hour; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.
Pre-employment Requirements:
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.
Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.
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