About the Company
Foundever is a global leader in the customer experience (CX) industry. With a presence in 45 countries, we design and deliver innovative, tech-enabled solutions to create personalized, empathetic, and seamless customer journeys for some of the world’s most recognizable brands. Our mission is to passionately create the best customer experiences for our clients and their customers, every single day.
Job Description
Are you detail-oriented, analytical, and possess excellent communication skills? Foundever is seeking a Virtual Secret Shopper to join our quality assurance team, specifically focused on evaluating phone and chat support interactions. In this fully remote role, you will play a crucial part in maintaining and enhancing the quality of our customer service by critically assessing interactions and providing comprehensive feedback. This is an excellent opportunity for individuals who thrive in a flexible, independent work environment and are committed to improving customer experiences.
Key Responsibilities
- Conduct unbiased evaluations of phone and chat customer support interactions based on predefined criteria and guidelines.
- Document observations, feedback, and scores accurately and thoroughly within a proprietary system.
- Identify areas of strength and opportunities for improvement in agent performance, process adherence, and customer satisfaction.
- Provide clear, constructive, and objective written feedback for each evaluation.
- Maintain strict confidentiality regarding all evaluated interactions and company data.
- Adhere to evaluation schedules and complete assigned tasks within specified deadlines.
- Participate in calibration sessions and training to ensure consistency in evaluation standards.
- Collaborate with the quality assurance team to refine evaluation processes and criteria.
Required Skills
- Exceptional attention to detail and strong analytical skills.
- Excellent written and verbal communication skills in English.
- Proficiency with computers and standard office software (e.g., MS Office, web browsers).
- Ability to work independently and manage time effectively in a remote setting.
- Strong ethical standards and ability to maintain objectivity and confidentiality.
- Reliable internet connection and a quiet workspace conducive to conducting evaluations.
- Ability to quickly learn and adapt to new software and evaluation platforms.
Preferred Qualifications
- Previous experience in quality assurance, secret shopping, customer service, or a related field.
- Familiarity with CRM systems and contact center operations.
- Experience evaluating chat-based support interactions.
- Bilingual proficiency in Spanish or another major language is a plus.
Perks & Benefits
- Flexible work schedule, allowing for work-life balance.
- 100% remote work opportunity.
- Opportunity to contribute to improving global customer experiences.
- Comprehensive training on evaluation methodologies and tools.
- Supportive team environment.
- Potential for long-term contract engagement.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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