Remote French Quality Expert for AI‑Driven CX

Sitel Corp.; Lisboa; Híbrido; EUR 26 000 - 38 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive wages

Professional training

Private healthcare

Dental insurance

Growth opportunities

Wellness program

Resumo da oferta

Foundever is seeking a French Quality Specialist to join our remote team in Portugal. You will monitor and improve CSR call quality, provide actionable feedback, and ensure adherence to scripts and procedures across AI-driven interactions.

The role requires strong French (C2) and English, with at least 6 months in QA. You will collaborate with supervisors and client POCs, work from home, and adhere to security policies while contributing to continuous quality improvements.

Qualificações

• French native/C2 level mandatory
• English fluent level
• AI knowledge required
• Minimum 6 months' experience in Quality Assurance
• Excellent Customer Service skills
• Good organization/time management skills
• Ability to work with a variety of people from diverse backgrounds
• Ability to make fair and consistent judgments and decisions
• Ability to solve problems and offer suggestions
• Must hold EU citizenship or valid work permit for Portugal

Responsabilidades

• Monitors CSR’s performance daily by casting, listening to, reviewing, and evaluating calls.
• Provides feedback on quality of service to ensure adherence to procedures and scripts.
• Acts as quality assurance reference and counsellor.
• Attends meetings with supervisors, Project Leaders and client’s POC to discuss guidelines and procedures.
• Reports script problems or questions to appropriate areas.
• Assists client in monitoring specific programs as needed.
• Communicates with supervisors on program changes, new guidelines, and calibration approaches.
• Creates monthly call monitoring plan and executes it.
• Provides information for Monthly Quality Reports.
• Participates in calibration sessions to align scoring and interpretation with client expectations.
• Monitors and evaluates AI-driven customer interactions, including IVR and automated flows.
• Identify gaps, trends, and improvement opportunities in AI performance and CX.
• Ensure AI interactions meet defined quality standards and guidelines.

Conhecimentos

French (C2)

English

AI knowledge

QA experience

Customer service

Time management

Multitasking

Diversity collaboration

Problem solving

Feedback delivery

MS Office

Coaching/training

Soft skills

Policy compliance

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Foundever is seeking a French Quality Specialist to join our remote team in Portugal. You will monitor and improve CSR call quality, provide actionable feedback, and ensure adherence to scripts and procedures across AI-driven interactions.

The role requires strong French (C2) and English, with at least 6 months in QA. You will collaborate with supervisors and client POCs, work from home, and adhere to security policies while contributing to continuous quality improvements.