French-speaking Quality Analyst (On-site, Portugal)

About the role

This full‑time, on‑site position is based in Portugal and focuses on monitoring and evaluating customer interactions to ensure compliance with quality standards and client expectations. The analyst will review recorded calls and omnichannel contacts, assess performance against defined metrics, and document findings.

Key responsibilities

• Review recorded calls and omnichannel interactions for quality compliance.
• Assess service performance against predefined metrics and document results.
• Prepare quality reports, identify trends, and pinpoint root causes of performance gaps.
• Collaborate with operations and training teams to implement corrective and preventive actions.
• Participate in calibration sessions and contribute to continuous‑improvement initiatives.

Required profile

• Strong analytical abilities to interpret data and draw actionable insights.
• Excellent communication skills in English and French.
• Attention to detail, organizational skills, and ability to meet deadlines.
• Experience in contact‑center, BPO, or customer‑operations environments is beneficial.
• Secondary education completed; post‑secondary studies in business or related fields are a plus.

Required skills

• Familiarity with quality monitoring tools, reporting dashboards, and performance metrics.