French-Speaking Quality Analyst - International Bpo

Senior Associate Quality is responsible for transactional quality monitoring and quality improvement based on the company's Quality Management FrameworkRoles and responsibilityPerform quality audits and evaluationsProvide Feedback and coaching to improve customer experienceParticipate in team huddles to discuss Quality Scores and opportunity areasProvide process updates as per requirementParticipate in internal/external calibration sessionsHandle transactions to stay in sync with OperationPublish quality trends, feedback and improvement /enhancement reportsProduce Quality reports and dashboards such as TNI, Pareto etc.Ensure compliance and conduct, drive customer experience improvementContribute to the development of short- and long-term goals of the processEnsure quality and CSAT targets are always metPreferred SkillsetExceptional listening and analytical skillsExcellent oral, written and interpersonal communication skillsIntermediate level of knowledge in MS-OfficeWork accurately and with an eye for detailsRequirements2+ years of experience as a Quality AnalystA Bachelor's/College Degree any field is an advantage