French Bilingual Quality Analyst

QUALITY ANALYST

At Percepta, we bring first-class service across each market we support. As aQuality Analystworking remotely, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

What You’ll Be Doing 
The Quality Analyst’s time is divided between supporting Quality and Operations functions.The Quality function primarily includes monitoring and evaluating Customer Service Manager (CSM)/customer interactions and tracking CSMs’ measurable delivery of quality customer service to ensure client and Percepta standards are maintained and/or exceeded.The Operations function primarily includes case handling and/or pre-arranged special assignments.]

During a Typical Day, You’ll

Support Quality Departmental Objectives

·Actively participate in QA Department goals and implementation of processes.

·Promote teamwork within the department and throughout the site.

·Support and maintain all center and client communications.

·As required, participate in calibration sessions and meetings with Quality partners such as Training and Operations.

·Maintain clear, concise files of appropriate documents.

·General administrative duties as required.

Evaluation Function

·Perform case evaluations in accordance with standards as defined by the program.

·Monitor CSM interactions to ensure adherence to client and Percepta standards.

·Suggest improvements for customer interaction procedures and monitoring methods.

Training & Development

·As required by program, conduct one on one coaching sessions with CSMs to deliver QA feedback.

·Participate in the QA Training & Certification Program and other training as required.

·Special projects and developmental opportunities as assigned.

Operations Assistance

·Quality Analyst will support Operations each month.Responsibilities may include; but are not limited to:

oCase handling

oSubject Matter Expert duties (Operational and Training)

oUAT Testing

oCoach backs of QA evaluations

oSpecial Assignments as assigned

oParticipation in any Operational re-current training

What You Bring to the Role 

Education

·High School Diploma or GED, some college preferred.

·Fluent (written and verbal) in French and English.

Experience

·Minimum 1 year experience as a Customer Service Manager within CCT required.

·CSM Senior and/or Master certification required.

·Proficient and knowledgeable with case handling procedures.

·Experience with coaching techniques a plus.

Skills

·Data entry and proofreading skills required.

·Must type 25 WPM.

·Computer literacy (word processing) spreadsheets and database applications preferred.

·Ability to articulate and understand client needs and expectations.

·Excellent listening skills and attention to detail.

·Excellent oral, written, and interpersonal communication skills.

What You Can Expect 

·Competitive Salary with Incentives

·Health/Dental/Vision/Life Insurance

·Flexible Spending Account (FSA) and Health Savings Account (HSA)

·401(k) with company match

·Vacation/Sick Time and Paid Holidays

·Tuition Reimbursement

·Employee Assistance Program

·Employee Discount Program

·Training and Development Programs (Percepta College)

·Employee Rewards Program (Perci Perks)

A Bit More About Your Role 
Percepta provides the equipment for this position.

About Percepta 
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them everyday. As a Percepta team member, you can expect:  

Culture of Service - to be treated like you are the customer from day one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.