Quality Analyst – French Language (Contact Center)

About the role

The Quality Analyst will monitor and evaluate French‑language customer interactions across calls, chats and emails to ensure compliance with internal and client standards. You will provide constructive feedback, identify performance gaps and support continuous improvement initiatives that enhance both customer experience and operational efficiency.

Key responsibilities

• Assess customer interactions against defined quality parameters and compliance standards.
• Deliver timely, objective feedback to agents and team leaders.
• Identify trends, process gaps and recurring quality issues through data analysis.
• Participate in calibration sessions with internal teams and clients to maintain scoring consistency.
• Maintain accurate QA documentation, scorecards and evaluation records.
• Prepare daily, weekly and monthly quality reports with actionable insights.
• Support root‑cause analysis and recommend corrective and preventive actions.
• Collaborate with Operations, Training and Quality teams to drive performance improvements.
• Escalate quality risks and compliance issues as needed.

Required profile

• 2–3 years of Quality Assurance experience in a BPO or contact‑center environment.
• Strong analytical abilities with a focus on trend identification and root‑cause analysis.
• Excellent verbal and written communication skills in French (native) and English (B2/C1).
• High attention to detail and objective decision‑making.
• Ability to work in a fast‑paced, collaborative environment and handle 24/7 rotational shifts.

Required skills

• Microsoft Excel