Quality Analyst (French/English)

About the role

We are looking for a junior Operations Quality Analyst who will help improve agent performance and the overall customer experience. Working across multiple communication channels, you will evaluate interactions, identify gaps, and provide data‑driven recommendations to boost operational efficiency.

Key responsibilities

• Analyze recorded calls, emails, chats and social media interactions to assess agents against established metrics.
• Identify non‑compliance areas and produce actionable reports for team leaders.
• Conduct monthly workshops for low‑performing agents and provide focused QA support during nesting and the first 90 days.
• Lead calibration sessions to ensure consistent evaluation criteria.
• Assist with complex customer issues or escalations as needed.
• Stay updated on account‑specific procedures and participate in operational calls when required.

Required profile

• University student or graduate in Business Administration, Data Analytics or a related field, or equivalent experience.
• Minimum 2 years of experience in customer service, back‑office support, community safety or a similar role.
• Fluent in French and English (minimum CEFR B2 level).
• Strong analytical mindset with high attention to detail.

Required skills

• Experience with agent performance monitoring tools.