French Quality Specialist – Remote (Portugal)

About the role

We are seeking a French‑speaking Quality Specialist to join our online travel agency’s remote team in Portugal. You will ensure that customer service representatives (CSRs) deliver high‑quality support by monitoring calls, providing feedback, and maintaining compliance with our standards.

Key responsibilities

• Listen to, review, and evaluate daily CSR calls and AI‑driven interactions (IVR, chat bots).
• Provide constructive feedback on soft skills, product knowledge, and system usage.
• Act as a quality‑assurance reference, participating in meetings with supervisors, project leaders, and client points of contact.
• Report script issues, assist in program monitoring, and communicate guideline updates.
• Develop and execute a monthly call‑monitoring plan and contribute data for quality reports.
• Participate in calibration sessions to align scoring criteria.
• Identify gaps and improvement opportunities in AI performance and overall customer experience.
• Ensure compliance with company and client security policies.

Required profile

• Native‑level French (C2) and fluent English (C1).
• Strong verbal and written communication, organization, and time‑management skills.
• Ability to work with diverse teams, make fair judgments, and solve problems.
• Experience in quality assurance or auditing within a call‑center environment is desirable.
• EU citizenship or a valid work permit for Portugal.
• Availability to work remotely Monday‑Friday, 9 am‑6 pm.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Project
• Microsoft Outlook

What we offer

• Competitive wages
• Remote work flexibility
• Opportunities to influence quality standards in a fast‑growing travel platform