French Quality Assurance

We are currently seeking a French Quality Assurance Analyst to join our growing team. This role is ideal for professionals who are passionate about quality, customer experience, process improvement, and operational excellence within a contact center environment.

Key Responsibilities

• Evaluate customer interactions across multiple channels, including voice, email, chat, social media, and other customer support platforms.
• Conduct objective and independent quality assessments to ensure compliance with quality standards and client expectations.
• Participate in calibration sessions to maintain consistency and accuracy in evaluations.
• Provide detailed feedback and actionable recommendations to improve agent performance and customer satisfaction.
• Identify operational risks and recommend internal controls to mitigate potential issues.
• Detect potential fraud, security concerns, and process gaps.
• Analyze quality trends and provide insights to support business and operational improvements.
• Identify training and coaching opportunities to enhance team performance.
• Collaborate with cross-functional teams to drive continuous improvement initiatives.
• Support the implementation of quality standards, policies, and procedures across operations.
• Prepare reports and communicate findings to management and relevant stakeholders.

Requirements

• Bachelor's degree preferred.
• 6 months to 2 years of experience in Quality Assurance within a contact center or customer service environment.
• Fluency in French, both written and spoken.
• Strong knowledge of Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Understanding of contact center operations, quality methodologies, and customer experience best practices.
• Strong analytical and reporting skills with attention to detail.