Bilingual Quality Assurance Specialist (French/English)

About the role

Alorica is seeking a Bilingual Quality Assurance Specialist to support its customer experience operations. Working under general supervision, you will audit interactions, analyse quality data and help improve service standards for French‑ and English‑speaking customers.

Key responsibilities

• Enter and validate data in internal databases with accuracy and timeliness.
• Generate standard and ad‑hoc reports for internal stakeholders.
• Analyse quality scans and CSAT surveys to identify trends, variances and improvement opportunities.
• Provide coaching feedback based on weekly transaction metrics.
• Identify policy violations and call behaviours that impact customer experience.

Required profile

• Minimum 6 months of QA experience in a BPO or call‑center environment.
• Fluency in French and English (B2‑C1 level).
• Strong communication, organisational and analytical skills.
• Detail‑oriented, results‑driven and able to work on‑site full‑time.

Required skills

• Intermediate proficiency with the Microsoft Office suite.

What we offer

• Opportunity to work with leading global brands.
• Dynamic, multicultural team environment.
• Professional development and coaching.