Quality Analyst - French
Intouch CX
Multiple VacanciesEmployer Active
Posted 10 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
2 Vacancies
Job Description
Roles & Responsibilities
Monitor and evaluate customer interactions in French across various channels (phone, email, chat, social media) to ensure adherence to quality standards.
- Conduct regular audits of customer service representatives performance, providing constructive feedback and actionable insights.
- Identify trends, recurring issues, and areas for improvement in customer interactions and escalate findings to relevant stakeholders.
- Collaborate with training and operations teams to develop and refine quality assurance processes and training materials.
- Prepare detailed quality reports and present findings to management to support data-driven decision-making.
- Participate in calibration sessions to ensure consistency in quality evaluations across the team.
- Support the implementation of new quality initiatives and process improvements.
- Assist in the development and maintenance of quality scorecards and evaluation forms tailored for French language interactions.
- Ensure compliance with company policies, client requirements, and industry regulations.
- Contribute to a positive team environment by sharing best practices and supporting colleagues in achieving quality goals.
Desired Candidate Profile
1-3 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 and attention to detail when evaluating customer interactions.
- Ability to provide clear, constructive feedback to team members.
- Experience working in a fast-paced, office-based environment.
- Familiarity with customer experience management or contact center operations.
- Proficiency in using quality monitoring tools and reporting software.
- Strong organizational and time management skills.
- Ability to work collaboratively with cross-functional teams.
- Commitment to maintaining confidentiality and integrity in handling sensitive information.
Company Industry
- Call Center
- BPO
- KPO
- Outsourcing
Department / Functional Area
- Quality
- Testing
- QA
- QC
- Inspector
Keywords
- Quality Analyst - French
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