Responsibilites: Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls. Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects . Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring. Execution of compliance tests for SA&, E topics and coordination with the Quality Manager. Preparation of reports according to defined qualitative and quantitative specifications of the client Implementation of short trainings and measures. Ideal Candidate: Skills: Impeccable disciplinary behavior . Strong verbal and written communication skills. Good organization / time management skills. Ability to work with a variety of people from diverse backgrounds. Ability to make fair and consistent judgments and decisions. Ability to solve problems and offer suggestions. Ability to adhere to all organizational policies and procedures. Ability to give constructive feedback to CSRs which lead to performance improvement. High understanding of processes and guidelines. High quality awareness and self-motivation. Flexible and able to work under pressure. Extended hardware and software skills. Excellent MS Office Professional skills. Knowledge/Abilities: People oriented. Good numerical and verbal reasoning skills. Structured, process-, solution- and result-oriented way of working. Knowledge of Foundever policies, procedures, products and services. Strong experience in coaching. Dependable, reliable and able to perform duties with minimum supervision. Ability to interact positively with peers and supervisors. High sales affinity. Relocation package and our offer to you: Transportation nightshifts until the accommodation. 6 months accommodation. Up to 200 EUR refund from the first travel to Romania. After the first year, 200 EUR refund for a travel home. Meal tickets . Private medical package. Paid professi...