Quality Analyst – French & English Speaker

About the role

As a Quality Analyst you will play a pivotal role in improving agent performance and elevating the customer experience. You will review interactions across multiple channels, provide data‑driven insights, and support agents during their onboarding period.

Key responsibilities

• Analyze recorded calls, emails, chats and social media interactions to assess performance against established metrics.
• Identify non‑compliance areas and prepare actionable reports for Team Leaders.
• Conduct monthly workshops for low‑performing agents to address common audit findings.
• Provide focused QA support during nesting and the first 90 days of an agent’s tenure.
• Lead calibration sessions to ensure consistent evaluation criteria.
• Assist with complex customer issues or escalations as required.
• Stay up‑to‑date with account‑specific processes and operational calls.

Required profile

• Bilingual fluency in French and English.
• Strong analytical mindset with attention to detail.
• Excellent communication skills for delivering feedback and conducting workshops.
• Experience in a call‑center or customer‑service environment is preferred.

Required skills