QA Executive (French Speaker)

NCRi Solutions is looking for a QA Executive who will be responsible for maintaining and developing internal quality standards for the support and call center teams. This role involves evaluating agent calls and interactions within set timelines, providing meaningful and constructive feedback, and working with agents to improve their performance.

Key Responsibilities

• Maintain and develop internal support and call center quality standards.
• Evaluate calls of reps within a given timeline.
• Assess support interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Create reports that reflect support performance.
• Participate in calibration sessions to maintain consistency in internal evaluations.

Core Competencies

• Mus be Bilingual (French Speaker)
• Knowledge of quality assurance.
• Ability to analyze data and identify trends.
• Excellent communication and interpersonal skills.
• Experience in conducting internal audits.
• Strong problem-solving skills.
• Attention to detail

Job Type: Full-time

Work Location: In person