Junior Operations Quality Analyst

About the role

We are looking for a Junior Operations Quality Analyst to help optimise agent performance and improve the overall customer experience. In this role you will review interactions across multiple channels, identify compliance gaps and provide data‑driven insights to drive operational efficiency.

Key responsibilities

• Analyse recorded calls, emails, chats and social media interactions to assess agent performance against established metrics.
• Identify non‑compliance areas and prepare 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.
• Support complex customer issues or escalations when required.
• Stay up‑to‑date with account‑specific procedures and operational calls.

Required profile

• University studies in Business Administration, Data Analytics or a related field (or equivalent experience).
• Minimum 2 years of experience in customer service, back‑office support or a similar role.
• CEFR B2 proficiency in both French and English.
• Strong analytical mindset, attention to detail and excellent written and oral communication skills.

Required skills

• General knowledge of agent performance monitoring tools.

What we offer

• Opportunity to develop expertise in quality assurance within a dynamic call‑center environment.
• Regular training and mentorship to accelerate career growth.