Quality Analyst – Customer Care

About the role

Flouci is seeking a Quality Analyst for Customer Care to evaluate and improve the quality of its support and onboarding processes. You will audit interactions, identify gaps, and turn insights into coaching and training initiatives that enhance the customer experience across both individual and professional segments.

Key responsibilities

• Conduct quality audits of calls, chats, and case handling.
• Audit onboarding processes, including document verification and eKYC.
• Assess accuracy, compliance, and overall quality of customer interactions.
• Identify recurring issues and quality gaps, providing structured feedback.
• Organize coaching sessions, workshops, and training programs.
• Develop training materials based on observed performance gaps.
• Track the impact of coaching and training on quality metrics.
• Monitor quality KPIs and contribute to continuous‑improvement initiatives.
• Help define and maintain audit frameworks and quality standards.

Required profile

• Experience in Customer Care, Quality Analysis, Customer Experience, Training, or a similar role.
• Strong analytical mindset with ability to investigate root causes.
• Excellent communication and interpersonal skills.
• Fluent in French and English, both written and spoken.
• Detail‑oriented, organized, and comfortable in a fast‑paced environment.
• Fintech, banking, KYC/eKYC, or regulated‑environment experience is a plus.

Required skills

• Microsoft Excel
• AI tools

What we offer

• Opportunity to shape the Quality function in a fast‑growing fintech.
• Direct impact on customer experience, operational quality, and team development.