Job Description

 Are you interested in an opportunity to work alongside high profile clients who specialize in Internet-based searching and video sharing platforms? Do you speak FRENCH? We have an amazing offer for you!

You will be responsible for the overall quality performance of the operation by encouraging simplified and streamlined issue handling. You will also be accountable for the achievement of both external and internal quality metrics and will have a keen eye on efficiency, continuous improvement in customer and client satisfaction.

Responsibilities

• Quality reviews of the teamwork according to SLA and KPIs (the goal is to maintain or improve the SLA targets)
• Quality feedback to the agents work accordingly
• Working together with the TL  to meet the expected targets and SME about the training of the agents
• Conduct root cause analysis of quality errors and provide corrective solutions to line manager
• Identify quality trends for the market/agents supported and develop corrective solutions
• Report bugs and continually check if bugs have been resolved
• Develop tests weekly or monthly and use results to conduct team refresher training or individual feedback
• Manage calibration exercises for the agents to ensure alignment within the internal team and the client or other vendors
• Support additional request from the client

Requirements

• French at C1/C2 or native
• English fluent
• Previous experience as a Quality Analyst or informal career path in a QA team
• Experience in Customer Service
• Effective & assertive communication when giving feedbacks
• Excellent verbal and written communication skills
• Excellent technical aptitude including fluency in Excel reporting
• Proven ability to consistently meet or exceed performance related targets
• Strong analytical skills
• Detail Orientation
• Positive attitude

We Offer

• Quarterly bonus
• Benefits Package
• Paid Annual Leave
• Subsidized Health Insurance
• E-learning access
• Multinational environment
• Career Development

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.