French Quality Assurance

About the role

This position is responsible for independently assessing the performance of Operations Customer Experts (OCEs) in a contact‑center environment. The role ensures fairness, accuracy and credibility of quality evaluations while supporting continuous improvement across the team.

Key responsibilities

• Maintain independence and objectivity when evaluating OCEs.
• Avoid conflicts of interest and ensure evaluators do not assess colleagues they supervise.
• Conduct regular calibration sessions to align evaluation criteria.
• Document detailed evaluations with specific evidence from calls or interactions.
• Perform spot checks on supervisor evaluations for accuracy and consistency.
• Identify project risks, potential fraud and security‑related issues.
• Provide findings that improve OCE performance and operational results.
• Report non‑conforming situations and support end‑customers via inbound/outbound calls, chat, email, etc.
• Collaborate with other departments to maximize results and drive continuous improvement.
• Communicate insights to the Quality Assistance Manager and suggest internal controls.

Required profile

• French language proficiency at B2 level or higher.
• Bachelor’s degree or higher.
• Fluency in English.
• 6 months to 2 years of experience in Quality Assurance within a contact‑center environment.

Required skills