French Quality Coach

Octopus Outsourcing, a leading BPO company in Alexandria, Egypt, seeks a Quality Assurance fluent in French. Join our dynamic team in this excellent growth opportunity.

Responsibilities:

*Oversee the development and implementation of quality assurance standards, policies, and procedures to ensure product quality and compliance with regulatory requirements.

*Analyze data to generate valuable insights, predict customer trends, and track key quality assurance metrics for improvement strategies.

*Track key quality metrics and provide regular analytics reports to upper management.

*Make recommendations on process and policy improvements based on reports.

*Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality.

*Report support teams’ performance to supervisors and maintain monthly performance logs.

*Participate in team meetings to discuss trends, agent review feedback, and implementation of quality management strategies.

*Collaborate with cross-functional teams to implement quality enhancements and resolve escalated issues

Qualifications:

*Proven experience in quality assurance within a call center industry.

*High language profile of French B2 or above.

*Strong analytical skills and ability to interpret data.

*Excellent communication and leadership abilities.

*Proficiency in call center QA software and tools.

*High attention to detail and commitment to maintaining quality standards.