Quality and Training Manager, BPO International
A skill practised within our “Customer service & administration” team — customer relations, multilingual support, data entry and back-office — 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). Everything is delivered remotely under a service contract with Good-ID Sàrl, which remains the employer and answers for the result.
Role and background
As a Quality and Environmental Training Manager for an international BPO firm, I support multilingual teams to ensure service excellence and the achievement of productivity and customer satisfaction goals. My experience working with European and North American clients, combined with my fluency in French and English, enables me to ensure strict compliance with international market requirements. I am ready to bring added value in quality management and team coaching.
Professional Experience
Quality and Training Manager (Coach)
Since October 2022 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French, Swiss, Belgian, Canadian, British, and American companies
Provided daily support to agents facing challenges, ensuring the continuous improvement of their skills and autonomy. Responsible for the quality of services delivered and for optimizing the performance of a multilingual team, ensuring compliance with the requirements of international clients (France, Switzerland, Belgium, Canada, the United Kingdom, and the United States). Implemented personalized coaching strategies to achieve productivity and customer satisfaction goals. Actively contributed to operational excellence in a demanding BPO environment.
Bilingual Call Center Agent (French–English)
May 2020–September 2022 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French, Swiss, Belgian, Canadian, British, and American companies
Handled customer inquiries through multiple channels (calls, emails) for French- and English-speaking markets, ensuring high-quality support and the effective resolution of issues. Managed a significant daily volume of requests, helping to maintain a high customer satisfaction rate. Work closely with internal teams to escalate complex cases and optimize response processes.
Skills
Hard Skills: BPO Quality Management, Team Coaching, Agent Training, Multichannel Customer Support, International Compliance
Soft Skills: Collaborative Leadership, Results-Oriented, Intercultural Communication, Problem Solving, Adaptability
Strengths: Proven experience working with French- and English-speaking clients, Experience with remote work in BPO
Degrees and Education
Master’s Degree (M2) – English Studies
2022 • University of Antananarivo
Completion of Master’s studies, specializing in Applied Foreign Languages (LEA)
Bachelor’s Degree - Business English
2020 • University of Antananarivo
Examples of courses taught: 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 Quality, Training, and Customer Support SpecialistFrench C1 · English C1 · Ref. 20083
- BPO Customer Service Supervisor / Quality and Performance ManagerFrench C1 · English B2 · Ref. 20525
- Chief Operating Officer / BPO Quality and Strategic DevelopmentFrench C2 · English C1 · Ref. 20408
- BPO Customer Service Quality Trainer and CoachFrench C1 · English B2 · Ref. 20449
- Purchasing Manager | Supply Chain and Quality and HSE ExpertFrench C1 · English C1 · Ref. 20213
- English- and French-Speaking International BPO Client AdvisorFrench C1 · English C1 · Ref. 20367
- QHSE Specialist / Quality, Health, Safety, and EnvironmentFrench C1 · English C1 · Ref. 20226
- Training Center Director / HR and QHSE ManagerFrench B2 · English B2 · Ref. 20259
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.