Customer Experience Quality Assurance Officer - French Speaker

About the role

BURN is seeking a French‑speaking Customer Experience Quality Assurance Officer to ensure high‑quality service across its call centre operations. The role involves designing, implementing and overseeing QA programmes that improve agent performance, compliance and overall customer satisfaction.

Key responsibilities

• Conduct regular evaluations of calls, emails, chats and other customer interactions.
• Monitor collection calls for regulatory compliance and company policy adherence.
• Track performance metrics, script adherence and negotiation effectiveness.
• Provide timely, constructive feedback to agents and facilitate calibration sessions.
• Analyse quality data, identify trends and perform daily KYC checks.
• Develop training materials to address skill gaps and improve collection efficiency.
• Ensure all communications are recorded, archived and retrievable.
• Analyse customer feedback and manage escalation protocols.

Required profile

• Proven experience in quality assurance within a call‑centre environment.
• Familiarity with PAYGO collection processes and regulatory requirements.
• Strong analytical mindset with ability to interpret performance data.
• Excellent French language proficiency.

Required skills

What we offer

• Dynamic work environment with opportunities for professional growth.
• Shift flexibility across morning and evening schedules.