**UnifyCX is growing and we are looking for a Quality Analyst (Call Center Quality Analyst) fluent in French to join our dedicated and motivated team in Barranquilla, Colombia. Come be one of the pioneers at our new location!** **What will you do?** As a **Quality Assurance Monitor FLUENT IN FRENCH**, you will be responsible for evaluating and improving the performance and efficiency of call center representatives. This role involves monitoring phone interactions, assessing compliance with company policies and procedures, and ensuring the delivery of high-quality customer service. The Quality Monitor will provide feedback and recommendations to enhance customer satisfaction and overall operational effectiveness. **Key Responsibilities:** **Call Monitoring and Evaluation:** * Conduct regular and random evaluations of call center interactions to ensure compliance with quality standards and procedures. * Evaluate representative performance against established metrics, including customer service, communication skills, compliance, and problem resolution. **Performance Feedback:** * Provide constructive feedback and coaching to call center agents based on evaluation results. * Develop and deliver performance improvement plans when necessary. * Recognize and reward high-performing agents to encourage positive outcomes. **Reporting and Analysis:** * Compile and analyze quality data and performance metrics to identify trends and areas for improvement. * Prepare detailed reports on call quality, agent performance, and customer satisfaction. * Present findings and recommendations to management and contribute to strategic decision-making. **Compliance and Standards:** * Ensure all call center activities comply with company policies, industry regulations, and legal requirements. * Stay updated on changes in policies, procedures, and industry standards, and communicate relevant information to the team. **Training and Development:** * Support the development and implementation of training programs for new and existing call center agents. * Provide guidance and support to agents during onboarding and continuous development. **Customer Experience:** * Analyze customer feedback and complaints to identify opportunities for improving the customer experience. * Work with management to implement improvements based on customer feedback and quality assessments. **Who are you?** **Education:** High school diploma or equivalent; technical or university degree in business, communications, or related field preferred but not required. **Languages:** B2 level in French (MANDATORY REQUIREMENT) **Experience:** * Previous experience in a call center environment, with solid understanding of operations and performance metrics. * Prior experience in a quality assurance or monitoring role is preferred. **Skills:** * Excellent analytical and problem-solving skills. * Strong communication and interpersonal skills, with ability to provide clear and constructive feedback. * Proficient in using call center software and quality monitoring tools. * Ability to work independently and as part of a team. * Organizational and time-management skills, with attention to detail. **Additional Requirements:** * Ability to handle confidential information with discretion. * Flexibility to adapt to changing priorities and manage multiple tasks simultaneously. **Who are we?** UnifyCX is a transformative artificial intelligence platform that empowers and enables teams to deliver efficient and exceptional customer experiences. We create superhuman customer experiences through a powerful combination of strategy, omnichannel support, analytics, and AI-powered tools such as smart recruitment, agent study assistant, voice of the customer (VoC), and automated quality control. Our engagement model prioritizes measurable outcomes, such as CES and retention, over outdated service level agreements (SLAs). With a focus on automation, talent empowerment, strategic partnerships, and strict data protection, UnifyCX delivers scalable, customized, and compliant solutions that generate real business impact.