French-English Bilingual Quality Analyst

About the role

We are seeking detail‑oriented French‑English Bilingual Quality Analysts to join our international contact centre team. The role involves monitoring customer interactions, spotting trends, and ensuring compliance with both customer experience and business standards across multiple time zones.

Key responsibilities

• Evaluate customer interactions against experience, compliance and business process standards.
• Identify potential risk, fraud or non‑compliance concerns.
• Conduct root‑cause analysis, highlight trends and propose improvement opportunities.
• Provide detailed feedback and coaching insights to operational teams.
• Compile and deliver quality reporting and analysis.
• Participate in internal and external calibrations and audits.

Required profile

• Matric / NQF Level 4 equivalent.
• Minimum 12 months of customer‑service experience in a contact‑centre environment.
• Fluent written and verbal communication in both French and English.
• Strong attention to detail, analytical ability and stakeholder‑engagement skills.
• Comfortable working rotational shifts, including evenings, weekends and public holidays.
• Quality Assurance experience in a BPO/contact‑centre setting is advantageous.

Required skills

What we offer

• Opportunity to work in a fast‑paced, international environment.
• Professional development and coaching experience.
• Collaborative team culture focused on quality and customer experience.