Job Overview
We are looking for a detail-oriented and experienced French Quality Assurance Specialist to join our team. The successful candidate will be responsible for monitoring and evaluating customer interactions, ensuring compliance with established quality standards, and identifying opportunities to improve both employee performance and the overall customer experience.
The ideal candidate will have strong French and English communication skills, excellent attention to detail, analytical thinking, and the ability to provide constructive feedback based on objective quality assessments.
Key Responsibilities
- Monitor and evaluate customer interactions across different communication channels, including calls, emails, and chats.
- Conduct regular quality assessments based on established quality standards, procedures, and client requirements.
- Identify quality gaps, process issues, and recurring performance trends.
- Provide accurate, objective, and constructive feedback to employees based on quality evaluations.
- Prepare and maintain quality reports, scorecards, and performance records.
- Analyze quality data and identify opportunities for continuous improvement.
- Work closely with Operations, Training, and other relevant departments to address quality concerns.
- Participate in calibration sessions to ensure consistency and accuracy in the evaluation process.
- Ensure all evaluations are conducted fairly and in accordance with established quality guidelines.
- Escalate critical quality issues and recurring performance concerns when required.
- Support the implementation of quality improvement initiatives.
- Maintain a strong understanding of processes, policies, client requirements, and quality expectations.
- Contribute to improving customer experience and overall operational performance.
Requirements
- Fluency in French, with excellent verbal and written communication skills.
- Good command of English, both written and spoken.
- Previous experience in Quality Assurance, Quality Control, Customer Service, Operations, or a related field is preferred.
- Strong analytical and problem-solving skills.
- Excellent attention to detail and accuracy.
- Ability to identify performance gaps and recommend practical improvement actions.
- Strong communication and interpersonal skills.
- Ability to deliver constructive feedback professionally.
- Strong organizational and time-management skills.
- Ability to work independently and effectively within a team.
- Good knowledge of Microsoft Office, particularly Excel and reporting tools.
Preferred Qualifications
- Previous experience in a French-speaking customer service or contact center environment.
- Experience using quality monitoring tools and performance scorecards.
- Knowledge of customer experience and quality KPIs.
- Previous experience participating in calibration sessions and quality improvement initiatives.
What We're Looking For
The ideal candidate is quality-focused, analytical, objective, and highly detail-oriented, with the ability to identify issues, communicate findings clearly, and contribute to continuous improvement.
If you are passionate about quality, customer experience, and operational excellence, we would be happy to hear from you.
Apply now and join our team.
