Bilingual Quality Assurance Analyst

“Always our best food, made especially for you.” Pizza Pizza’s mission is to make each and every occasion with us an enjoyable and memorable experience for both our customers and our team members. We are seeking a highly detail-oriented and analytical Bilingual Quality Assurance Analyst (French/English) to support quality monitoring and performance improvement initiatives within our remote contact centre operations across Canada. This role will focus heavily on evaluating French-language customer interactions, identifying communication and comprehension challenges, assessing language quality, and helping develop recommendations that improve agent performance and customer experience. The ideal candidate possesses strong Canadian French language skills, excellent judgment, and the ability to identify trends, recommend solutions, and contribute to ongoing quality and training initiatives. This individual will also help shape and evolve the role over time by bringing forward ideas, insights, and process improvements. This is a fully remote position; candidates must reside in Canada. Primary Responsibilities * Monitor and evaluate French-language customer interactions for quality, accuracy, professionalism, and compliance. * Identify language-related performance concerns, including comprehension issues, pronunciation, dialect challenges, or communication barriers. * Assess whether identified issues may be improved through coaching, training, reference materials, or other support initiatives. * Document monitoring findings clearly and accurately. * Identify trends, recurring concerns, and opportunities for improvement across teams. * Provide thoughtful, constructive feedback and recommendations to leadership and operational teams. * Participate in and eventually help lead French-language calibration sessions. * Evaluate French-language errors and recommend appropriate next steps. * Analyze quality results alongside performance metrics to identify broader operational insights. * Maintain organized records, tracking documents, and QA reporting materials. * Work independently while managing multiple priorities in a remote environment. * Collaborate with internal teams on quality improvement initiatives and special projects. This is an excellent opportunity for someone who enjoys building processes, influencing performance, and contributing ideas that drive operational improvement. Required Skills & Experience * Strong bilingual communication skills in Canadian French and English (written and verbal). * Excellent listening comprehension and understanding of spoken French, including regional accents and dialect variations. * Strong analytical and problem-solving skills. * Exceptional attention to detail and organizational skills. * Ability to work independently with minimal supervision. * Ability to provide constructive and professional feedback in a respectful and collaborative manner. * Strong written documentation skills. * Comfortable analyzing performance metrics and identifying trends. * Proficiency with spreadsheets, reporting tools, and documentation tracking. * Ability to exercise sound judgment and make practical recommendations. Preferred Qualifications * Previous quality assurance or call monitoring experience in a contact centre environment. * Experience evaluating bilingual or French-language customer interactions. * Experience facilitating calibration sessions or coaching discussions. * Background in training, coaching, performance improvement, or quality programs. * Familiarity with Canadian French linguistic differences and regional language nuances. Pizza Pizza Ltd. Is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin and will not be discriminated against on the basis of Disability. To help us find the best fit, Pizza Pizza uses AI (machine-based systems that infer from your data to recommend or predict candidate matches), but our team of humans always makes the final hiring decision. If you’d like to opt out of AI screening or need a reasonable accommodation, simply reach out to us at [email protected] [[email protected]].

The Quality Assurance Analyst will monitor and evaluate French-language customer interactions to ensure quality, accuracy, and compliance. They will identify performance trends, provide constructive feedback to agents, and collaborate on training and process improvement initiatives.

Candidates must possess strong bilingual communication skills in Canadian French and English, along with excellent listening comprehension for regional dialects. Previous experience in quality assurance or contact centre environments is preferred, alongside proficiency in analytical tools and documentation.

• Analyse de donnéesSouhaitée
• Communication bilingueSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Quality Assurance
• Bilingual Communication
• French Language Proficiency
• Analytical Skills
• Problem Solving
• Attention To Detail
• Performance Monitoring
• Coaching
• Data Analysis
• Reporting
• Documentation
• Calibration
• Customer Experience
• Contact Centre Operations
• Trend Identification
• Time Management
• Business Metrics
• Pronunciation
• Professionalism
• Constructive Feedback
• Organizational Skills
• Quality Monitoring
• Bilingual (French/English)
• Quality Improvement
• Artificial Intelligence
• Multilingualism
• Call Center Experience
• Spreadsheets
• Customer Service
• Communication
• French Language
• Leadership
• Listening Skills
• Operations
• Performance Improvement
• Performance Metric
• Safety Assurance
• Process Improvement
• Reporting Tools
• Detail Oriented

• Customer Service & Support
• Data & Analytics
• Administrative
• Technical Quality Assurance Analyst
• Quality Assurance Specialist
• Product Graders and Testers (except Foods and Beverages)
• Inspectors, Testers, Sorters, Samplers, and Weighers

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine