As Quality Assurance Analyst (French/English Bilingual), You Will…
- Complete fundamental audits based on the parameters and requirements provided by the client
- Coach CSRs on accuracy/quality of service to ensure proper procedures are being followed
- Complete Quality Assurance and coaching session reports on a weekly basis
- Attend and participate in meetings with supervisors and managers to review monitoring lists
- Attend and participate in partner and internal calibration meetings
- Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
- Report training and process gaps to key stakeholders
- Distribute partner and company related correspondence and memo to all CSRs team members
- Perform other duties as assigned
As Quality Assurance Analyst (French/English Bilingual), You Have…Must be bilingual in both English and French, written and verbal. Language proficiency will be a key competency to be successful in this roleA University and/or College Degree / diploma1 year of front-line contact center experience (preferred)Intermediate knowledge of MS Excel, MS Word and MS Office (required)Ability to type 30 wpm minimum with accuracyStrong verbal and written communication skills, including spelling and grammarExcellent organizational and time management skillsAbility to make fair and consistent judgments and decisionsAbility to multi-task under high-pressure situationsAbility to solve problems and offer suggestions in a positive and developmental mannerAbility to perform basic mathematical functions to ensure scoring accuracyAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsAbility to work a variety of shifts including days, afternoons, evenings and holidays If Interested please do share your CV in the number given: Brawny Sam Karzee +917659852615