- Monitor and evaluate customer interactions in French across various channels (phone, email, chat, social media) to ensure adherence to quality standards.
- Conduct regular audits of customer service representatives’ performance, providing constructive feedback and actionable insights.
- Identify trends, recurring issues, and areas for improvement in customer interactions and escalate findings to relevant stakeholders.
- Collaborate with training and operations teams to develop and refine quality assurance processes and training materials.
- Prepare detailed quality reports and present findings to management to support data-driven decision-making.
- Participate in calibration sessions to ensure consistency in quality evaluations across the team.
- Support the implementation of new quality initiatives and process improvements.
- Assist in the development and maintenance of quality scorecards and evaluation forms tailored for French language interactions.
- Ensure compliance with company policies, client requirements, and industry regulations.
- Contribute to a positive team environment by sharing best practices and supporting colleagues in achieving quality goals.
1-3 years of experience in quality assurance, customer service, or a related field.Fluency in French and English, with excellent verbal and written communication skills in both languages.Strong analytical skills and attention to detail when evaluating customer interactions.Ability to provide clear, constructive feedback to team members.Experience working in a fast-paced, office-based environment.Familiarity with customer experience management or contact center operations.Proficiency in using quality monitoring tools and reporting software.Strong organizational and time management skills.Ability to work collaboratively with cross-functional teams.Commitment to maintaining confidentiality and integrity in handling sensitive information.