Quality Analyst

Summary of the Role The Operations Quality Analyst – Junior plays a key role in optimizing agent performance and enhancing the customer experience. This role involves conducting regular quality reviews of agent interactions across multiple communication channels, evaluating performance against established quality metrics, and providing data-driven insights to improve operational efficiency and service quality. Key Responsibilities Analyze agent interactions across multiple channels, including recorded calls, emails, chats, and social media, to assess performance against established quality metrics. Identify areas of non-compliance with procedures, policies, or expected behaviors, and prepare reports with actionable insights for Team Leaders. Conduct monthly coaching workshops for low-performing agents to address recurring quality issues identified during audits. Provide focused Quality Assurance support to new agents during the nesting period and throughout their first 90 days. Participate in and facilitate calibration sessions to ensure consistent application of quality evaluation criteria. Support the resolution of complex customer issues and escalations when required by the account. Stay up to date with account processes and requirements by participating in operational meetings, training sessions, or other assigned activities. Contribute to continuous improvement initiatives by identifying trends and recommending process enhancements.

University student or bachelor's degree in Business Administration, Data Analytics, or a related field is preferred, or equivalent professional experience. Required Certifications CEFR language proficiency rating of B2 or higher.

Minimum of 2 years of experience in customer service, back-office support, community safety, or a similar role. Technical Skills Strong attention to detail and analytical skills. General knowledge of quality assurance processes and agent performance monitoring tools. Excellent verbal and written communication skills. Ability to follow established procedures, analyze information, and apply standard practices to make sound judgments. B2-level proficiency in both French and English . Soft Skills Customer-focused mindset. Strong support and coaching abilities. Commitment to continuous self-development. Adaptability and willingness to embrace technology. Effective time management and organizational skills. Teamwork and collaboration. Problem-solving and critical thinking.