Quality Assurance Specialist (French)

About the role

We are seeking a detail‑oriented Quality Assurance Specialist fluent in French to monitor and evaluate customer interactions across multiple channels. The role focuses on ensuring compliance with quality standards, identifying performance gaps, and supporting continuous improvement of the customer experience.

Key responsibilities

• Monitor and evaluate calls, emails, and chats against established quality standards.
• Conduct regular quality assessments and prepare scorecards and performance reports.
• Identify quality gaps, process issues, and recurring performance trends.
• Provide objective, constructive feedback to employees.
• Collaborate with Operations, Training, and other departments to address quality concerns.
• Participate in calibration sessions to maintain evaluation consistency.
• Escalate critical quality issues and support improvement initiatives.

Required profile

• Fluent in French with excellent written and verbal communication.
• Good command of English.
• Previous experience in quality assurance, quality control, or customer service operations.
• Strong analytical and problem‑solving abilities.
• Excellent attention to detail and accuracy.
• Ability to deliver constructive feedback professionally.

Required skills

• Quality monitoring tools
• Performance scorecards
• Customer Service Operations
• Quality Control
• Microsoft Office
• Excel
• Quality Assurance