French - Quality Analyst
Intouch CX
Employer Active
Posted 16 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Monitor and evaluate French-language customer interactions across multiple channels, including phone, email, chat, and social media, to ensure compliance with quality standards.
- Conduct regular audits of customer service representatives performance, providing detailed feedback and actionable insights for improvement.
- Identify trends, recurring issues, and areas for process enhancement to drive continuous improvement in customer experience.
- Collaborate with team leaders and trainers to develop and implement quality improvement initiatives.
- Prepare and present comprehensive quality reports and analysis to management and stakeholders.
- Participate in calibration sessions to align quality standards and evaluation criteria across teams.
- Support the development and refinement of quality assurance guidelines and best practices.
- Assist in onboarding and training new team members on quality standards and procedures.
- Ensure all customer interactions adhere to company policies, regulatory requirements, and client expectations.
- Act as a subject matter expert on French language and cultural nuances to enhance service delivery.
Desired Candidate Profile
1-5 years of experience in quality assurance, customer service, or a related field.
- Fluency in French and English, with excellent verbal and written communication skills in both languages.
- Strong analytical skills with the ability to assess and interpret data related to customer interactions.
- Attention to detail and a commitment to maintaining high standards of quality.
- Experience working in a fast-paced, customer-centric environment.
- Ability to provide constructive feedback and coaching to team members.
- Proficiency in using quality monitoring tools and CRM systems.
- Strong organizational and time management skills.
- Ability to work effectively in an on-site, office-based setting.
- Excellent interpersonal skills and a collaborative mindset.
Company Industry
- Call Center
- BPO
- KPO
- Outsourcing
Department / Functional Area
- Quality
- Testing
- QA
- QC
- Inspector
Keywords
- French - Quality Analyst
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