Role Overview

The Quality Control Analyst – Hotline is responsible for monitoring and evaluating the quality of customer interactions across phone and email channels.

The role ensures high standards of communication, adherence to SLAs, and continuous improvement of customer satisfaction (CSAT).

This position requires full bilingual proficiency (French & English) to effectively assess interactions with both French-speaking and English-speaking clients.

Key Responsibilities

1. Quality Monitoring & Evaluation

• Monitor and assess customer interactions (calls and emails) handled by hotline agents
• Evaluate communication quality, tone, professionalism, and accuracy
• Ensure compliance with internal processes and quality standards

2. SLA & Performance Tracking

• Track adherence to Service Level Agreements (SLA) (response time, resolution time, etc.)
• Identify gaps and areas of non-compliance
• Provide actionable feedback to improve performance

3. CSAT & Customer Experience

• Analyse Customer Satisfaction (CSAT) scores and feedback
• Identify trends impacting customer experience
• Recommend improvements to enhance overall service quality

4. Coaching & Continuous Improvement

• Provide structured feedback to Manager and coaching to hotline agents
• Support training initiatives and calibration sessions
• Work closely with team leads to drive performance improvement

5. Reporting & Analysis

• Prepare regular quality reports and dashboards
• Highlight key insights, risks, and improvement areas

Key Requirements

Skills & Experience

• Experience in Quality Assurance / Quality Control in a customer support or hotline environment
• Strong understanding of SLA, CSAT, and customer service KPIs
• Excellent communication and analytical skills
• Ability to provide constructive feedback and coaching

Language Requirements

• Fluent in French and English (written and spoken) – mandatory
• Ability to evaluate and communicate effectively in both languages

Technical & Behavioural Competencies

• Strong attention to detail
• Objective and fair evaluation mindset
• Ability to handle sensitive feedback conversations
• Organized and data-driven approach