French Quality Specialist – Remote (Portugal)

About the role

We are seeking a French‑speaking Quality Specialist to join our online travel agency team remotely from Portugal. You will be responsible for monitoring and improving the performance of customer service representatives, ensuring that every interaction meets our high standards of quality, compliance, and customer satisfaction.

Key responsibilities

• Listen to, review, and evaluate daily CSR calls and AI‑driven interactions (IVR, chat bots).
• Provide constructive feedback and coaching to agents to improve soft skills, product knowledge, and system usage.
• Participate in meetings with supervisors, project leaders, and client points of contact to discuss guidelines, script issues, and program changes.
• Develop and execute a monthly call‑monitoring plan and contribute data for quality reports.
• Lead calibration sessions to align scoring criteria across the team.
• Identify gaps and trends in AI performance and recommend improvement actions.
• Ensure compliance with security policies for both the company and the client.

Required profile

• Native‑level French (C2) and fluent English.
• Strong verbal and written communication skills.
• Excellent organization, time‑management, and multitasking abilities.
• Ability to work independently from home and collaborate with diverse teams.
• EU citizenship or a valid work permit for Portugal.
• Availability to work Monday‑Friday, 08:00‑17:00.

Required skills

• Microsoft Office applications.
• Basic AI knowledge related to customer interaction platforms.
• Quality Assurance and customer service expertise.

What we offer

• Competitive salary.
• Paid professional training.
• Employee discounts.