Quality Analyst – BPO

About the role

We are looking for a Quality Analyst to evaluate customer interactions in a BPO environment. The role involves reviewing calls, emails and chats to ensure compliance with quality standards and to enhance the overall customer experience.

Key responsibilities

• Listen to and assess recorded agent calls.
• Review emails, chats and other customer communications.
• Score interactions using established quality evaluation forms.
• Identify performance gaps, recurring errors and non‑compliance issues.
• Provide clear, constructive feedback to agents and team leaders.
• Participate in coaching and calibration sessions.
• Prepare quality reports and highlight improvement opportunities.
• Support new agents during nesting and their first months of activity.

Required profile

• Minimum two years of experience in customer service, contact centre operations or a similar BPO setting.
• Previous experience in quality monitoring or coaching is preferred.
• Strong attention to detail and analytical abilities.
• Excellent communication and feedback skills.
• Proficiency in written and spoken French and English (minimum B2 level).
• Ability to work with quality scorecards, reports and performance indicators.

Required skills