What are the responsibilities and job description for the French Bilingual Quality Analyst position at Percepta?
QUALITY ANALYST
At Percepta, we bring first-class service across each market we support. As a Quality Analyst working 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
Education
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 Every Day. 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
Career Growth - 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.
US-FL-Melbourne
At Percepta, we bring first-class service across each market we support. As a Quality Analyst working 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.
- 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.
- 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.
- Quality Analyst will support Operations each month. Responsibilities may include; but are not limited to:
- Case handling
- Subject Matter Expert duties (Operational and Training)
- UAT Testing
- Coach backs of QA evaluations
- Special Assignments as assigned
- Participation in any Operational re-current training
Education
- High School Diploma or GED, some college preferred.
- Fluent (written and verbal) in French and English.
- 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.
- 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.
- 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)
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 Every Day. 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
Career Growth - 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.
US-FL-Melbourne
