French Quality Assurance Analyst

About the role

We are seeking a French Quality Assurance Analyst to evaluate customer interactions across voice, email, chat, social media and other support channels in a contact‑center environment. The role focuses on ensuring compliance with quality standards, identifying improvement opportunities and supporting operational excellence.

Key responsibilities

• Evaluate customer interactions across multiple channels and conduct independent quality assessments.
• Participate in calibration sessions to maintain consistency in evaluations.
• Provide detailed feedback and actionable recommendations to improve agent performance and customer satisfaction.
• Identify operational risks, potential fraud, security concerns and process gaps, and recommend internal controls.
• Analyze quality trends, prepare reports and communicate findings to management.
• Identify training and coaching opportunities and collaborate with cross‑functional teams on continuous‑improvement initiatives.

Required profile

• Bachelor’s degree preferred.
• 6 months to 2 years of Quality Assurance experience in a contact‑center or customer‑service setting.
• Fluency in French, both written and spoken.
• Strong analytical, reporting and attention‑to‑detail skills.
• Understanding of contact‑center operations, quality methodologies and customer‑experience best practices.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint
• French language proficiency