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Quality Analyst - Las Vegas - Overnight Shift

Us Foundever™
Part-time
On-site
Las Vegas, Nevada, United States

About Us

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. 

 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 for the past 3 years   
  • Gold Stevie Award Winner for Great Employers  
  • Winner of The Business Intelligence Group’s 2024 Best Place to Work award 
  • Military Spouse Friendly Employer 
  • Rated by Comparably among the Top 100 highest-rated Companies for Diversity  

 

Read more about our culture: Foundever™ Stories. 
 

Summary of Responsibilities

  • Responsible for calibrating, monitoring and supporting the quality standards between clients and Foundever. 
  • Participants will join call monitoring (contact) with client, client services team and call center team. 
  • Ensure client quality and corporate customer satisfaction goals are met or addressed in a timely manner. 
  • Analyze customer satisfaction and dissatisfaction data in order to recommend solutions to root cause. 
  • Ensures production goals are met regarding quality and quantity of call handling. 
  • Communicates recommendations for changes or improvements to programs to maximize Calls, Knowledge, and Attitude. 
  • Acts as the subject matter expert for agents working closely with LEAP/Quality Champion. 
  • Interacts with Coaches/Operations Managers and Senior Team Manager to remedy system or script problems that may affect Trusted Professionals performance. 
  • To present a positive attitude to trusted professionals and clients during periods of stress (e.g.: system or communications failures or downtime).  
  • Other duties as assigned from time to time by the operations management team. 
     

Position Qualifications

  • Basic PC skills.  
  • Strong customer service and interpersonal skills.  
  • Good verbal and written communication skills.  
  • Research, analytical and problem-solving skills. 
  • Knowledge and effective use of quality management processes and tools.  
  • Ability to work well independently or within a team.

Salary Range

The base pay range for this position is up to $19.80 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.