French Quality Assurance Analyst

About the role

We are looking for a bilingual French Quality Assurance Analyst to join our contact‑center team. You will evaluate customer interactions across multiple channels, provide actionable feedback, and help drive continuous improvement in service quality.

Key responsibilities

• Assess voice, email, chat, social media and other support interactions for compliance with quality standards.
• Participate in calibration sessions to ensure consistent evaluation criteria.
• Deliver detailed feedback and recommendations to improve agent performance and customer satisfaction.
• Identify operational risks, fraud, security concerns and process gaps, proposing internal controls.
• Analyze quality trends, produce insights and support business‑wide improvement initiatives.
• Spot training and coaching opportunities and collaborate with cross‑functional teams on improvement projects.
• Support the rollout of quality policies, standards and procedures across operations.
• Prepare reports and communicate findings to management and stakeholders.

Required profile

• Bachelor's degree preferred.
• 6 months to 2 years of Quality Assurance experience in a contact‑center or customer‑service environment.
• Fluent in French and English, both written and spoken.
• Strong analytical and reporting skills with high attention to detail.
• Good understanding of contact‑center operations, quality methodologies and customer‑experience best practices.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint