We're looking for Quality Analyst (QA) – French Account Company: Teleperformance Location: On-site – TP Egypt (Kattameya) Shift: 9-Hour Shift (Including breaks) Department: Quality Assurance
Role Overview As a Quality Analyst, you will be responsible for monitoring and evaluating the quality of customer interactions within our French-speaking accounts. Your goal is to ensure that service delivery aligns with client standards, internal KPIs, and operational excellence protocols. You will act as a key driver for agent performance improvement through data-driven feedback and coaching.
Key Responsibilities Transaction Monitoring: Perform regular audits of recorded calls, emails, or chat transcripts to evaluate accuracy, compliance, and soft skills. Performance Coaching: Provide constructive, actionable feedback to Customer Service Representatives (CSRs) to help improve their performance and CSAT scores. Calibration: Participate in regular calibration sessions with Team Leaders and Operations Managers to ensure consistency in scoring and evaluation standards. Trend Analysis: Identify recurring issues or "pain points" in the customer journey and provide data-backed recommendations for process improvements. Reporting: Maintain detailed quality logs and prepare weekly/monthly reports on team quality trends and individual performance metrics. Compliance: Ensure all interactions strictly adhere to data privacy regulations and internal security policies.
Required Qualifications Bachelor’s degree in any field. Minimum 6 months to 1 year of experience in a Quality Analyst or Quality Monitoring role (preferably within a BPO/Call Center environment).
French: Fluent (C1/C2 level) for professional communication and evaluation. English: Minimum B1 Level (Intermediate) for internal reporting and training.
Employee Benefits Salary: Highly competitive monthly salary based on experience and language level. Insurance: Comprehensive Social and Medical Insurance coverage. Transportation: Hassle-free commute with dedicated Transportation/Pick-up points across Cairo. Growth: Clear career path and professional development within a global leader in BPO.
If you have a keen eye for detail and are passionate about operational excellence, please send your updated CV to: ???? [اضغط هنا لمشاهدة البريد اﻹلكتروني]