Bilingual Quality Assurance Analyst I (French/English)

About the role

The Quality Assurance Analyst monitors, evaluates, and improves the quality of customer interactions to ensure compliance with client and organizational standards. This bilingual position supports both French‑ and English‑speaking customers in a fast‑paced BPO environment.

Key responsibilities

• Conduct call and transaction audits, score them using quality metrics, and store results in quality tools.
• Provide coaching, feedback sessions, and training recommendations to agents and team leaders.
• Analyze performance data, identify patterns of low service, and propose corrective actions.
• Maintain daily, weekly and monthly quality reports for stakeholders.
• Participate in calibration sessions, team briefings, and client meetings to align quality objectives.

Required profile

• Degree or diploma in any field.
• Minimum 2 years experience in a service delivery centre or BPO.
• Strong analytical, communication and problem‑solving abilities.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint
• Microsoft OneNote