French Quality Analyst

We are looking for a meticulous and performance-driven Quality Analyst to join our call center team. In this role, you will monitor and evaluate customer interactions to ensure the highest standards of service quality. You will collaborate with team leaders and agents to drive continuous improvement and enhance the customer experience.

Key Responsibilities:

• Evaluate and analyze call recordings and live interactions to assess quality standards.
• Provide constructive feedback and recommendations to call center agents.
• Create and maintain quality scorecards, reports, and dashboards.
• Identify trends and areas for improvement in processes and communication.
• Ensure compliance with company policies, industry regulations, and quality standards.
• Develop training materials in collaboration with trainers to address identified gaps.

Requirements:

• Proven experience as a Quality Analyst in a call center or similar environment.
• Fluent in both French and English
• Strong knowledge of quality assurance standards and tools specific to call centers.
• Exceptional analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in using call monitoring and reporting systems.
• Ability to work well under pressure and manage multiple tasks effectively.