French Quality Assurance Analyst (Contact Center)

About the role

We are looking for a French‑speaking Quality Assurance Analyst to join our growing contact‑center team. The role focuses on evaluating customer interactions, ensuring compliance with quality standards, and driving continuous improvement across multiple communication channels.

Key responsibilities

• Evaluate customer interactions across voice, email, chat, social media and other support platforms.
• Conduct independent quality assessments to verify compliance with client expectations.
• Participate in calibration sessions to maintain evaluation consistency.
• Provide detailed feedback and actionable recommendations to improve agent performance and customer satisfaction.
• Identify operational risks, recommend internal controls, and detect potential fraud or security concerns.
• Analyze quality trends and deliver insights for business and operational improvements.
• Spot training and coaching opportunities to enhance team performance.
• Collaborate with cross‑functional teams on continuous‑improvement initiatives.
• Support implementation of quality standards, policies and procedures.
• 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.
• Fluency in French, both written and spoken.
• Strong knowledge of Microsoft Office applications, especially Excel, Word and PowerPoint.
• Understanding of contact‑center operations, quality methodologies and customer‑experience best practices.
• Strong analytical and reporting skills with attention to detail.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint