Bilingual French Quality Assurance Officer

Job description

Working as a member of the integral part of the SinglePoint organization, the Quality Assurance Analyst will be responsible for identifying preventative measures, corrective actions and resolving issues by maintaining the quality of the calls. We are seeking to add a quality assurance analyst to our team. Bilingual (French and English) is a requirement for this position. Responsibilities: Qualifications: - Maintains and improves call quality by identifying preventative measures, corrective actions and resolving problems to maintain the overall agent’s call quality - Monitor quality assurance compliance objectives to ensure that client’s targets are achieved - Investigate day-to-day quality issues within the call floor - Understand and evaluate the quality per call of each agent - Monitor performance, collect and analyze relevant data and prepare monthly KPI reports for management - Excellent computer skills & MS office, with above average strength in Excel - Attention to detail and high level of accuracy - Team player and have ability to work independently - Strong analytical and problem-solving skills - Good communication skills both in oral and written form - Demonstrate sound wo...