Role Summary
As a Quality Assurance Analyst (French/English Bilingual), you will play a key role in ensuring the highest standards of customer service delivery. You will evaluate interactions, coach representatives, and collaborate with leadership teams to improve quality, compliance, and overall performance.
Key Responsibilities
- Quality Evaluation & Coaching:
Monitor and assess CSR and Tier 2 interactions to ensure adherence to company policies, procedures, and quality standards.
Conduct regular coaching sessions to enhance communication, professionalism, and customer satisfaction. - Reporting & Documentation:
Complete detailed Quality Assurance and coaching reports on a weekly basis, maintaining accurate records of evaluations and progress. - Collaboration & Meetings:
Participate in meetings with supervisors and managers to review monitoring results and align on quality objectives.
Attend both internal and partner calibration sessions to maintain consistency in evaluation criteria and standards. - Issue Resolution & Improvement:
Investigate escalated issues and partner with Team Leaders and Operations Managers to deliver targeted coaching and process improvements.
Identify and report recurring scripting issues, customer challenges, or procedural gaps to relevant departments for resolution. - Communication & Coordination:
Distribute partner and company communications to CSRs and Tier 2 team members, ensuring timely and accurate updates. - Additional Duties:
Perform other related tasks and responsibilities as assigned by management.
Qualifications & Experience
- Education:
High school diploma or equivalent (required). - Language Skills:
Fluency in both French and English (written and spoken) is mandatory. - Professional Experience:
- Minimum 1 year of experience in a front-line contact center role (preferred).
- 1–2 years of experience in Quality Assurance or a related field (preferred).
- Technical Skills:
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
- Typing speed of at least 30 words per minute with high accuracy.
- Core Competencies:
- Strong verbal and written communication skills, with excellent grammar and attention to detail.
- Exceptional organizational and time management abilities.
- Sound judgment and decision-making skills with a focus on fairness and consistency.
- Ability to multi-task effectively and remain calm under pressure.
- Problem-solving mindset with a positive and developmental coaching approach.
- Active listening skills to analyze and accurately evaluate customer interactions.
- Basic mathematical proficiency for scoring and quality metrics accuracy.
- Strong interpersonal skills with the ability to collaborate across multiple levels and diverse teams.
- Flexibility:
Ability to work varied shifts, including days, evenings, weekends, and holidays, as required.