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 +800 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.
Job Summary
Position Title: Integrity Officer
Location: LUX Virtual / Onsite
Department: Quality
Job Summary:
The Integrity Officer is responsible for ensuring that all interactions and processes adhere to established standards of accuracy and integrity. This role involves checking cases, validating the accuracy of interactions, and ensuring compliance with organizational policies and procedures.
Key Responsibilities:
- Contact Management:Review and check contacts to ensure they meet compliance and accuracy standards of River account
- Validation:Validate the accuracy of interactions and ensure all processes are followed according to established guidelines in River processes and procedures.
- Analysis:Conduct thorough analysis of cases and interactions to identify areas for improvement and ensure quality assurance and reading River Reports.
- Reporting:Prepare and present reports on findings related to case accuracy and interaction integrity.
- Coaching:Provide guidance and coaching to team members on best practices for maintaining integrity in processes and interactions.
- Action Planning:Develop and implement action plans based on analysis findings to enhance process accuracy and integrity.
Primary Job Responsibilities
Technical Skills:
- Proficient in MS Office Suite (Word, Excel, PowerPoint).
- Strong analytical skills for data interpretation and decision-making.
Competencies and Specific Skills:
- Excellent Communication Skills: Must possess strong oral and written communication skills to convey findings and recommendations effectively.
- Stress Management: Ability to handle stressful situations and meet deadlines without compromising quality.
- Ownership: Demonstrates a strong sense of responsibility and accountability for work outcomes.
- Integrity: Upholds the highest standards of integrity and ethical behavior in all interactions.
- Coaching: Ability to mentor and coach team members to foster a culture of integrity and excellence.
- Analysis and Action Planning: Strong analytical skills to evaluate processes and implement effective action plans.
Qualifications:
- Customer Support Industry experience is a must
- Luxor Based
- Relevant proven experience for one year is a plus
- Advanced level of English (at least C1), both verbal and written
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