French Bilingual qa analyst (wfh)Talent Guider

As a French Bilingual Quality Assurance Analyst, you will address quality problems and work to determine the root cause to prevent recurrence of the issues. You are also responsible for monitoring agent's transactions for all channels (calls, email and chat) and ensuring that quality service is being delivered consistently. Position is open to native and non-native speakers.
-Analyze data to find specific types of quality problems the department or company is experiencing
-Write and implement test and inspection procedures to obtain the defect information needed for analysis, and report findings to management
-Participate in employee quality improvement teams to reduce defects and quality issues, and make recommendations to improve the production process
-Monitor the procedure and document results after implementation to show quality improvements
-Monitor and audit agent's customer interaction against internal and/or external quality policies and procedure; and ensure their scores are in compliance with external quality guidelines
-Provide support to Operations by conducting retraining, quality orientations, one-on-one coaching, and remote monitoring as requested
-Establish effective partnership with Operations and Training by gathering data and discussing programs to be launched to guarantee high quality performance of the company
Requirements
-Candidate must possess at least a Bachelor's/College Degree
-At least 6 months of call monitoring experience in a French Technical Account
-Has proven track record in Quality Coaching and would be able to conduct coaching to CSRs/TSRs to meet goals
-Knowledge in Quality Assurance parameters and Metrics is an advantage
-Exceptional analytical and listening skills
-Should have gained good mastery of call handling skills and have a strong customer service orientation
-Excellent verbal and written English and French communication skills
-Exceptional documentation skills: preferably proficient in using Microsoft Word, Excel, and Powerpoint
-A plus to have any Quality Assurance-centric training and/or Total Quality Management M, Six Sigma, etc.
-Proven ability to meet deadlines
Work from Home System Requirements
-Own PC/Laptop with at least an Intel Core i3 or newer processor
-With a licensed Windows 10 operating system and Microsoft Office installed
Tiptopjob

Taguig City, Metro Manila
Permanent
Full-time