French QA Analyst - Service
TouchCommerce, Inc. - Agoura Hills, CA

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French QA Analyst - Service

Location : Agoura Hills, CA

Reports to : VP, Quality/Customer Experience

Position Summary


The Quality Analyst is responsible for empowering agents to perform at their highest potential and maintain exceptional sales and service through quality and compliance review. The QA Analyst monitors agent/customer interactions against TouchCommerce and client specified process/procedures as outlined in the QA guidelines. Suggest improvements at the agent and program level through evaluations and reports to ensure client goals are maintained and/or exceeded. Assist with agent mystery shopping, focus groups, calibration sessions and analyze survey information collected post chat. At minimum, this individual will need to be bilingual in French/English 

Essential Duties and Responsibilities
  • Objectively monitors Agent-Customer interactions to ensure engagements are of high quality and high customer satisfaction
  • Attends and/or facilitates client calibration sessions
  • Conducts customer survey analysis, chat transcript review and agent mystery shopping
  • Conducts live internal/external audits to identify: (1) Competitive positioning of chat (2) Surface best practices that can be leveraged for optimization
  • Participates in coaching sessions, focus groups, and group training with agents
  • Completes quality assurance monitoring forms and related documents, mystery shopper questionnaires and evaluations
  • Maintains a training library of strong and weak chat examples for coaching/development
  • Create and maintain QA records for assigned agents
  • Promotes teamwork within the department and actively participates in quality, conversion and customer satisfaction improvement efforts
  • Assists with FPA and chat proficiency assessments

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations maybe made to enable individuals with disabilities to perform the essential functions.

  • The Quality Analyst will be able to work independently under general direction, demonstrate a high level of dependability, and be willing and able to work flexible shifts and hours
  • The candidate must be a self-starter, personable, motivated person who enjoys working in a team environment
  • Strong organizational skills and strong attention to detail yet can be flexible and able to incorporate changes efficiently in a short amount of time
  • Must have excellent verbal and written communication skills and must be able to interact effectively with all levels of employees and departments
Language Ability

Employee is required to collect and analyzes data; prepare memos, emails, and presentations of data collected. Ability to respond to common TouchCommerce inquiries or complaints from customers, regulatory agencies, or members of the business community. All of these requirements must be met in both English and French.

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