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 and collection efficiency.

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 identify training needs.
• Analyse QA data, conduct daily KYC checks and report trends.
• Facilitate calibration sessions to close performance gaps.
• Stay up‑to‑date with relevant regulations and ensure agent compliance.
• Develop training materials and programmes to address skill gaps.
• Ensure proper recording, archiving and retrieval of all calls.
• Analyse customer feedback and complaints to recommend service improvements.
• Develop protocols for handling escalated issues and lead the QA team.

Required profile

• Strong background in quality assurance within a call‑centre environment.
• Experience with PAYGO collection processes.
• Understanding of call‑centre operations, training and performance monitoring.
• Excellent customer service, leadership and interpersonal skills.
• Fluent in French.

Required skills

What we offer

• Dynamic work environment with shift flexibility (Monday‑Sunday).
• Opportunities for professional growth in a fast‑growing company.