Quality & Training Specialist - French Speaker

About the role

We are looking for a Quality & Training Specialist who is fluent in French to elevate the performance of our Customer Service Specialists. The role combines quality assurance of digital and human interactions with the design and delivery of targeted training programs.

Key responsibilities

• Monitor and evaluate customer interactions across digital and human‑assisted channels to ensure compliance with brand standards.
• Translate brand purpose and tone of voice into observable behaviours for service agents.
• Conduct quality monitoring, provide constructive feedback, and lead calibration sessions with team leaders and external partners.
• Analyze inquiry trends, identify improvement opportunities, and produce quality assurance reports.
• Design and deliver training on essential customer‑facing skills, including negotiation, teamwork, and conflict management.
• Run impersonation activities and manage challenging conversations using objection handling, active listening, and open questioning techniques.

Required profile

• Fluent in French (both written and spoken).
• Strong analytical mindset with the ability to turn data into actionable plans.
• Excellent communication skills and a collaborative, team‑player attitude.
• Comfortable working in a fast‑paced, digitally‑savvy environment.
• Entrepreneurial mindset with a passion for continuous improvement.

Required skills

What we offer

• Hybrid work model (2 days onsite per week).
• Opportunity to work within a multicultural, global team.
• Access to continuous learning and development resources.