Norwegian speaking Quality Analyst - Athens, Greece

About Foundever™

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 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.

Come and work with us.

We are looking for a talented and accomplished Norwegian speaking Quality Analyst 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 your daily responsibilities will include:

Monitoring CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls

Providing appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)

Attending and participating in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring

Reporting script problems or questions to appropriate areas

Assisting clients in monitoring specific programs as needed

Communicating with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals

Making monthly call monitoring plan and executing this plan. Keeping track of what has been achieved

Providing relevant information for Monthly Quality Report

Providing feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained

Acting at least half a day per week as CSR to keep up experience

Participating in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs

To succeed in the role, you will need to have:

Native or proficient level in Norwegian (C2 mandatory)

Good level of English (at least B2) both verbal and written

Ability to give constructive feedback to CSRs which lead to performance improvement

Excellent verbal and written communication skills

Logical and objective approach to call assessment

Effective time management

Ability to organize and prioritize, set priorities and multi-task

Must hold EU citizenship or valid work permit for Greece

Be a local candidate or willing to relocate to historic Athens, Greece

Experience

At least 3 months of Call Center experience is required

Go further with Foundever™

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

Very competitive wages and stability

Hybrid model

Fully paid training

Permanent contract

Private healthcare

Continuous learning/development opportunities

Competitive career opportunities

A safe, friendly, diverse, supporting and technological company

International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)

EverBetter wellness program (Fitness room in our premises & Personal Trainer)

Apply Today!

At Foundever, we recognize that our success is rooted in the diversity of our team, and we firmly believe that our differences are a powerful asset.

As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.

We are dedicated to respecting and valuing the unique perspectives, backgrounds, and abilities of every individual within our company.

Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.

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