Quality Auditing Analyst with French language

About the role

The Quality Auditing Analyst ensures sales agents meet program standards and client requirements by reviewing call recordings, delivering feedback, and shaping improvement strategies. This position supports the sales operations team in Sofia and requires fluency in French.

Key responsibilities

• Conduct monthly quality audits of agent transactions according to schedule.
• Provide timely, relevant, and sensitive feedback to agents and their managers.
• Create and distribute Quality Assurance reports to stakeholders.
• Analyze audit results and recommend training, process, and quality improvements.
• Participate in internal and external client meetings on quality processes.
• Lead or support monthly calibration sessions with stakeholders.
• Coach agents side‑by‑side to boost performance.
• Maintain all quality assurance metrics and handle additional coaching assignments as needed.

Required profile

• Minimum 1 year experience in quality assurance.
• Minimum 1 year experience in outbound sales, upselling, cross‑selling, telemarketing or digital marketing.
• Strong understanding of sales processes and best practices.
• Excellent analytical and problem‑solving abilities.
• Fluent in French with a good level of English.
• Detail‑oriented, accurate, and able to work independently or in a team.

Required skills

• Quality monitoring tools
• CRM software

What we offer

• Competitive remuneration package
• Career counselling and additional paid time off
• Flexible home‑office policy and flexible benefits
• Luxury health & dental insurance, life insurance, and employee assistance program
• Food vouchers, fuel card, multisport card
• Bonuses for special occasions and share‑purchase options