French Quality Analyst

About the role

We are looking for a French‑speaking Quality Analyst to analyze raw data, monitor transactions and support continuous improvement across our client‑facing operations. The role involves interpreting CSAT/DSAT metrics, conducting root‑cause analysis and providing actionable insights to enhance service quality.

Key responsibilities

• Analyze data according to defined business rules, CSAT/DSAT scores and identify trends.
• Perform root‑cause analysis, comment analysis and highlight weaknesses for improvement.
• Maintain and update client and third‑party reports, calculate statistically valid sample sizes and assign monitoring tasks.
• Prepare and refresh transaction monitoring plans on a weekly/monthly basis and follow up on sample completion.
• Organize calibration sessions, gather results and communicate findings to stakeholders.
• Support new‑hire training by analysing performance data and identifying coaching needs.
• Participate in DMAIC problem‑solving sessions and provide feedback on team performance.
• Attend scheduled meetings, trainings and ensure compliance with laws, regulations and company policies.

Required profile

• High school diploma or equivalent.
• Minimum 12 months experience as a Quality Analyst.
• French and English proficiency at B2 level or higher (CEFR).
• Strong analytical mindset with attention to detail.
• Ability to work collaboratively with management and operational teams.

Required skills

• Operating systems: Windows, iOS, Chrome OS, Android, macOS.
• Office tools: Microsoft Excel, PowerPoint (or equivalents).
• Typing speed of at least 20 wpm.
• Use of production and phone systems, client‑specific tools.
• Six Sigma White/Yellow Belt (or introductory Lean Six Sigma knowledge).