We’re looking for someone who is analytical, commercially aware and confident engaging with stakeholders at all levels — someone who can build trusted relationships while maintaining the independence to challenge when standards aren’t being met.
What You’ll Be Responsible For
Performance improvement: Monitor operational results, identify trends and root causes, and lead initiatives that improve customer satisfaction, productivity, quality and profitability.
PeakOS assurance: Conduct quarterly assessments across all ten PeakOS principles, evaluating evidence of effective implementation rather than simply checking that processes are documented.
Corrective action management: Maintain action plans with clear ownership, deadlines and measurable outcomes, ensuring identified gaps are resolved and improvements sustained.
Data-driven decision-making: Use VBM, iCoach, quality scores and financial metrics to identify opportunities and prioritise improvement activities.
Operational governance: Review coaching effectiveness, root cause analysis, BOT progress, calibration, attrition, recruitment, onboarding, talent development and security compliance.
Quality management: Identify weaknesses in quality monitoring and operational processes, implementing practical solutions aligned with client commitments and Foundever standards.
Reporting and communication: Present performance trends, audit findings and recommendations clearly to stakeholders, from Team Managers to Country Leaders.
What We’re Looking For
Experience and qualifications
At least three years of contact centre management and/or performance improvement experience.
Hands-on experience with PeakOS implementation and compliance.
Experience conducting operational audits and managing corrective action plans.
A good understanding of contact centre operations, quality management and business performance metrics.
Knowledge of continuous improvement methodologies, including Kaizen and DMAIC.
A bachelor’s degree or equivalent professional experience.
Experience with ISO 9001 and/or ISO 27001 is highly desirable.
Skills and capabilities
Strong analytical and problem-solving skills, with the confidence to challenge assumptions and identify genuine root causes.
The ability to evaluate coaching records, root cause analysis and action plans for quality and effectiveness.
Excellent communication and stakeholder management skills, with the ability to influence and build relationships at all levels.
Strong organisational skills and attention to detail, particularly when managing multiple audit cycles and corrective actions.
A commercially minded approach, with an understanding of cost, revenue and gross margin.
Proficiency in Microsoft Office, particularly Excel and PowerPoint.
Familiarity with iCoach, VBM, Fishbone analysis and impact calculation tools.
Experience with Power BI, Minitab, R or Python would be beneficial.
Excellent written and spoken English, together with strong proficiency in the relevant local language.
Six Sigma, ISO and COPC certifications would be an advantage.
What Does Success Look Like?
You’ll help ensure that performance improvement is more than a reporting exercise. Success means identifying the right issues, challenging constructively, securing accountability and ensuring actions deliver measurable results.
Through your work, you’ll strengthen PeakOS compliance, improve operational performance and help teams embed sustainable improvements across our business.
Why Join Foundever®?
£40,000 annual salary in a permanent position.
Fully remote working from the UK, giving you the flexibility to work from home.
37.5-hour working week.
Minimal occasional business travel, with expenses compensated in line with company policy.
The opportunity to influence operational excellence across international markets.
The chance to work collaboratively with cross-functional teams and make a tangible impact on business performance.
Ready to Make a Difference?
If you’re passionate about operational excellence, confident using data to drive change and committed to ensuring improvements translate into real results, we’d love to hear from you.
Join Foundever® and help shape better performance, stronger standards and exceptional customer experiences.
