french quality analyst - b2b sales

So what does a Quality Analyst do? Think of yourself as the conscience keeper for the business. You will observe what is happening and report it objectively and dispassionately. You will also keep an eye for ways to continuously improve.

To do this you will perform different types of audits like:

• Teammate audits
• Root cause analysis (RCA) scrubbing for customer satisfaction (CSAT)/net promoter score (NPS), resolution rate, and average handle time (AHT)
• Policy adherence audits
• Compliance checks

These audits will help TaskUs make critical decisions to improve overall performance. The improvements will not only be for the organization but also for the clients.

Roles and responsibilities:

• Audit calls/interactions/transactions for aligned teammates
• Coach teammates for performance improvement (campaign specific)
• Provide inputs and basis audits for briefings and trainings which need identification 
• Partner with team leaders (TL) in leading team meetings for metrics improvement
• Participate in strategic projects for the campaign/line of business (LOB)
• Identify and escalate any potential quality issues per defined process
• Isolate and report defects
• Verify defect fixes
• Suggest process/system improvements based on common customer concerns
• Accomplish other responsibilities assigned by management
• Drive quality initiatives, contests, and campaigns for the assigned span
• Be updated on knowledge, and serve as an SME for the campaign/LOB

Technical skills and qualifications:

• French native/near native level (C1/C2)
• English level B2/C1
• Sales experience (ideally B2B)
• QA experience will be considered a strong asset
• Fluency in other European language will be considered a strong asset (Spanish, Portuguese, Nordis, German, Italian)
• Basic skills in Excel or Google Sheets
• Problem-solving skills
• Familiarity with applying basic quality tools, such as cause and effect, histogram, correlation, etc.
• A graduate of any course is preferred
• Internal requirement only: QAPA graduate or minimum 50% complete

Soft skills:

• Has strong customer centricity
• Can assertively provide constructive feedback
• Has good written and verbal communication skills
• Thinks logically
• Can manage conflicts 
• Pays strong attention to detail
• Can work with minimal supervision
• Demonstrates initiative and good judgment
• Can work on multiple projects and is versatile
• Can establish and maintain effective working relations with a wide variety of individuals
• Can work with a diverse team
• Has a “continuous improvement” mindset

Personality traits:

• Demonstrates a clear thought process
• Articulates clearly 
• Exercises conscientiousness and diligence
• Demonstrates assertiveness