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.
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We are looking for a talented and accomplished Italian 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 for our team of Content Moderators for a Social Network platform, your daily responsibilities will include:
Monitors Content Moderator’s performance on a daily basis, by reviewing and evaluating their analysis/reviews Provides appropriate feedback to Content Moderator's on quality of service to ensure adherence to procedures, guidelines and policies with the aim to improve the service delivered to the client and users (soft skills, identifying subtle nuances in content that may violate policies, systems skills, understanding community standards and user behavior) Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring Reports policy/guideline problems or questions to appropriate areas Assists clients in monitoring specific programs as needed Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals Makes monthly content moderation monitoring plan and execute this plan. Keeps track of what has been achieved Provides relevant information for Monthly Quality Report Provides feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained Acts at least half a day per week as Content Moderator to keep up experience Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of guidelines/analysis/reviews are at the same level as that of other QARs
#LI-Onsite
Native or proficient level in Italian (mandatory) Good level of English (at least B2) both verbal and written Ability to give constructive feedback to Content Moderators 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 since the position is office based in Athens, Greece
Education and experience
Bachelor’s degree or directly related work experience Previous relevant experience as Quality Analyst
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 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)
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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.
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