Bilingual Quality, Training, and Customer Support Specialist
This know-how belongs to our “Customer service & administration” expertise (customer relations, multilingual support, data entry and back-office). It is carried out by a salaried Good-ID employee, supervised by our project managers. The service draws on 6 years in the trade and is delivered in French (C1) and English (C1). Remote delivery under a service contract with Good-ID Sàrl: we remain the employer, the supervisor and your single point of contract.
Role and background
As a Quality and Training Manager at an outsourcing firm serving French clients, I work with agents on a daily basis to help them enhance their skills and become more independent. I ensure the quality of work and performance, with expertise in developing targeted action plans. My fluency in French and English, gained from my experience as a bilingual call center agent, enables me to manage complex interactions and meet the demands of international markets.
Professional Experience
Quality and Training Manager (Coach)
Since October 2022 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Provide daily support to agents facing challenges, ensuring the continuous improvement of their skills and autonomy. Responsible for the quality of work performed and the team’s overall performance, ensuring compliance with the standards defined for our French clients. Implemented targeted action plans to optimize individual and team performance metrics. Directly contributed to achieving customer satisfaction and operational efficiency goals.
Bilingual Call Center Agent (French–English)
May 2020–September 2022 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Managed a portfolio of requests from French- and English-speaking clients via phone and email, ensuring effective issue resolution and high customer satisfaction. Applied rigorous communication protocols to maintain consistent service quality and optimize response times. Directly contributed to achieving individual and team performance goals, strengthening the company’s reputation for multilingual customer support. Developed expertise in managing complex interactions, turning complaints into opportunities to build customer loyalty.
Skills
Hard Skills: Quality Management, Skills Development, Strategic Action Plans, Multilingual Customer Support, Performance Optimization
Soft Skills: Collaborative Leadership, Professional Independence, Intercultural Communication, Problem Solving, Results Orientation
Strengths: Proven experience working with French clients; fluency in French and English for customer relations
Degrees and Education
Master 2 – English-Language Studies, specializing in LEA (Applied Foreign Languages)
2022 • University of Antananarivo
Completion of Master’s degree
Bachelor’s Degree - Business English
2020 • University of Antananarivo
Examples of courses taken: Translation, Interpretation
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 6 years of experience
- Working languages
- Markets covered
Outsource work in this field
Describe what you need: we build the team, we supervise it, and we answer for the work delivered. Good-ID remains the employer and your single point of contract.
Related skills in this field
Other know-how practised by our salaried employees within our “Customer service & administration” expertise, supervised by Good-ID in the same way.
- Bilingual (French-English) Customer Support and Administrative SpecialistFrench C2 · English C2 · Ref. 20028
- Bilingual French-English Customer Support Specialist – After-Sales Service & Technical…French C1 · English C1 · Ref. 20630
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- Bilingual Customer Relations Specialist / Operations SupervisorFrench C2 · English C2 · Ref. 20271
- Senior Sales Representative & Bilingual Customer Service SpecialistFrench C1 · English C1 · Ref. 20342
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- Bilingual Virtual Assistant / International Customer SupportFrench B2 · English B2 · Ref. 20477
- Bilingual International Multichannel Customer Support RepresentativeFrench B2 · English B2 · Ref. 20339
Anonymised record: no name, no contact details and no data allowing the person to be identified are published. Published for commercial purposes under the responsibility of Good-ID Sàrl, Geneva.