Role Description 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. Qualifications - 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. Technical Requirements - Computer: A personal computer (PC) running Windows 10 or 11 is required. The successful candidate must have administrative access to install necessary software, as our VPN is incompatible with Mac or Linux operating systems. - Headset: A high-quality headset with a microphone for clear audio during calls and virtual meetings. - Internet: A reliable, high-speed internet connection is mandatory. A wired connection is strongly recommended for maximum stability during work hours. 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. Company Description 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 careers@pizzapizza.ca.