[Hiring] Quality Analyst @Foundever®

Role 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? If so, you might be the next Quality Analyst – German & English for our support team.

Your future role:

• 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 and email.
• Provide structured, proactive feedback and coaching to Customer Support Representatives on a weekly basis.
• Contribute positively to both employee engagement and client satisfaction.
• Participate in Calibration Sessions and Quality Meetings (internal and external) according to account needs.
• Deliver quantitative and qualitative analysis to positively impact Key Performance Indicators.
• Coordinate and facilitate actions on quality-impacted metrics through relevant data analysis.
• Compile and present reports requested by the Client or Management.
• Identify training needs and contribute to continuous improvement initiatives.

Qualifications

• German – Advanced level (C1)
• English – Medium level (B2)
• Completed higher education (college degree or equivalent) is required.
• Strong analytical mindset and attention to detail.
• Coaching and feedback delivery skills.
• Ability to work in a structured, KPI-driven environment.
• Flexibility to work in a rotational schedule, Monday–Sunday.

Benefits

• Competitive salary
• Monthly performance bonus
• 35 RON meal tickets
• A well-defined career path with many opportunities to grow in different directions
• WAH set-up accommodated

Company Description

At 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.