Candidate #BTA-053 - Customer Service Quality Assurance Analyst

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Professional Summary:

Bilingual French-English Quality Assurance Analyst with experience in quality monitoring, compliance assessment, performance analysis, and continuous improvement within the fintech sector. Skilled in conducting quality reviews, identifying performance gaps, analyzing root causes, and monitoring KPIs to ensure adherence to quality standards and procedures. Bachelor’s degree in Audit and Management Control, with additional experience in internal audit and customer service.

Professional Highlights:

Conducted quality reviews to identify compliance gaps and performance issues.

Monitored quality and performance through regular evaluations.

Identified recurring errors and supported corrective actions.

Professional Information

Most Recent Role: Customer Service Quality Assurance Analyst

Tools & Software used: Zendesk CRM, Microsoft Excel, Microsoft Word, Microsoft PowerPoint

Microsoft Teams, Slack, Google Workspace

Level of Education: Bachelor’s degree Audit and Management Control

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