Quality Analyst (French + German/Italian)

We are looking for a detail-oriented and analytical Quality Analyst to join our Quality team and support our BPO operations. The ideal candidate will be responsible for monitoring and evaluating customer interactions, ensuring compliance with quality standards, identifying performance gaps, and providing actionable feedback to improve the overall customer experience. The successful candidate must demonstrate excellent French communication skills, in addition to advanced proficiency in either German or Italian. Responsibilities Monitor and evaluate customer interactions, including calls, emails, chats, and other communication channels, to ensure compliance with established quality standards. Conduct quality audits and assessments based on defined evaluation criteria and operational procedures. Identify quality gaps, recurring errors, and areas for improvement. Provide constructive and actionable feedback to operational teams and agents. Conduct root cause analysis (RCA) to identify the underlying reasons for quality issues. Work closely with Operations and Training teams to improve agent performance and customer satisfaction. Participate in quality calibration sessions to ensure consistency and accuracy in evaluations. Prepare and maintain quality reports, scorecards, and performance dashboards. Ensure compliance with client requirements, internal policies, and operational guidelines. Identify trends and recommend improvement initiatives to enhance overall service quality. Qualifications Bachelor's degree in any relevant field. Excellent command of French Excellent command of either German or Italian Good command of English, with the ability to read, understand, and navigate operational systems and documentation. Previous experience in Quality Assurance within the BPO industry. Strong understanding of quality monitoring processes and evaluation methodologies. Excellent analytical and problem-solving skills. Strong attention to detail and ability to identify performance gaps. Excellent communication and feedback delivery skills. Ability to work independently and meet deadlines. Show more Show less