Quality Specialist for customer operations (Bilingual Speakers)

We are looking for a Quality Specialist for customer operations (French Speakers) who will be responsible to evaluate the quality of the service delivered by the agents making sure that it meets the company's expectations.

What you are going to do?

• Monitor and analyze consultant’s calls and review emails for accuracy of information and call/e-mail handling standards
• Ensure that consultants are delivering a high level of customer service
• Verify that agents are providing accurate solutions to customers
• Record evaluations utilizing departmental quality monitoring programs
• Deliver coaching feedback to agents on call and e-mail performance
• Provide Specialist and the Manager with regular performance feedback on the agents
• Participate in the improvements of quality monitoring forms and quality standards
• You will be in charge to analyze data and to create AP accordingly

Who are you?

• You have excellent analytical and problem-solving skills
• Outstanding communication skill
• You have an excellent organizational skill
• You have an excellent knowledge of French and English C1 level (written and spoken)
• Proficient in MS Office (word, excel, PowerPoint)
• You are willing to coach people and to provide constructive feedback on a regular basis
• You have very good analytical skills
• Experience in automotive industry preferred

What do we offer?

• A growth path aimed at enhancing your professional experience
• A stimulating, international work environment with heterogenous teams and the opportunity to expand your knowledge
• Full-time employment contract
• Health Insurance
• Transportation