French Quality Assurance Analyst (Contact Center)

About the role

We are looking for a French‑speaking Quality Assurance Analyst to support our contact‑center operations. The role focuses on evaluating customer interactions, ensuring compliance with quality standards, and driving continuous improvement.

Key responsibilities

• Assess voice, email, chat, social media and other support channels for quality and compliance.
• Conduct independent evaluations and participate in calibration sessions to maintain scoring consistency.
• Provide detailed feedback and actionable recommendations to agents and management.
• Identify operational risks, potential fraud, security issues and process gaps.
• Analyse quality trends, produce insights and suggest improvements.
• Spot training and coaching needs and work with cross‑functional teams on improvement initiatives.
• Support the rollout of quality policies, standards and procedures across the operation.
• Prepare and present reports to stakeholders.

Required profile

• Bachelor’s degree preferred.
• 6 months to 2 years of QA experience in a contact‑center or customer‑service environment.
• Fluent in written and spoken French.
• Strong analytical and reporting abilities with attention to detail.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint