Quality Analyst with German & English
Req ID#: 144602 Location: Bucuresti, RO
Category: Operations Custom Field 4: Kallidus Required Language
German, English
Employment Type
Full time
Contract Type
Permanent
Description
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 (C1–C2)English – Advanced level (C1–C2)Completed higher education (college degree or equivalent) is requiredStrong analytical mindset and attention to detailCoaching and feedback delivery skillsAbility to work in a structured, KPI-driven environmentWillingness 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–Sunday, including possible night shiftsYour 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 activitiesProvide structured, proactive feedback and coaching to Customer Support Representatives on a weekly basisContribute positively to both employee engagement and client satisfactionParticipate in Calibration Sessions and Quality Meetings (internal and external) according to account needsDeliver quantitative and qualitative analysis to positively impact Key Performance IndicatorsCoordinate and facilitate actions on quality-impacted metrics through relevant data analysisCompile and present reports requested by the Client or ManagementIdentify training needs and contribute to continuous improvement initiativesBenefits:
Competitive salaryMonthly performance bonus30 RON meal ticketsCost of a monthly subscription for public transportation (120 ron/month)Relocation package of 500 EUR gross/month for the first 6 months (for candidates who need to relocate)A well-defined career path with many opportunities to grow in different directionsAfter 6 months, possibility to work in a hybrid model (up to 3 days from home) based on performance and business needsAt Foundever®, we make things simple.
Our mission is to be the solutions and the team behind the best experiences for the world’s leading brands — wherever and whenever needed.
We believe that small moments can have a big impact on our work experiences, customers, and teams. By creating positive moments for each other, we make a difference and continuously improve our associate experience.
Let’s create best moments together.
Job Segment: Data Analyst, Data, Customer Service, Quality
