BPO Customer Service Quality Trainer and Coach
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. Backed by 5 years of experience, the service is delivered in French (C1) and English (B2). Performed remotely under a service contract with Good-ID Sàrl, the employee's employer and the party responsible for the work delivered.
Role and background
Specializing in quality management and skills development within demanding BPO environments, I combine expertise in multichannel workflows (voice, email, chat) with instructional design. My approach is based on rigorous process audits, root cause analysis, and targeted coaching to maximize the QA score and CSAT. Well-versed in the high standards of European clients and able to work in an international context thanks to my TOEFL-certified English proficiency, I immediately translate your compliance requirements into sustainable operational performance.
Professional Experience
Trainer and Quality Coach
Since December 2024 • Business Process Outsourcing (BPO) Company – Madagascar
Leading the skill development and operational excellence of customer service teams through initial and ongoing training programs focused on processes, soft skills, and quality requirements. Conducting multichannel evaluations of call, email, and chat flows to measure compliance with procedures and customer satisfaction. Conducting regular audits and root cause analyses to identify performance gaps and develop targeted improvement plans. Rigorous monitoring of key metrics such as the QA score and CSAT through periodic reports submitted to management. Implementation of individual and group coaching sessions, combined with structured post-training support to ensure agents’ sustained progress.
Customer Service Representative
June 2024–December 2024 • Business Process Outsourcing (BPO) Company – Madagascar
Handled multichannel support requests via phone, email, and chat to ensure responsive, high-quality support. Effectively resolved technical issues and proactively managed disputes and refund cases, while strictly adhering to established procedures. Analyzed user needs to provide personalized and tailored responses. This operational rigor helped streamline interactions, optimize complaint processing times, and directly contribute to the continuous improvement of customer satisfaction and loyalty.
Call Center Agent
July 2021–May 2024 • Business Process Outsourcing (BPO) Company – Madagascar
Proactive management and verification of hotel reservation files prior to customers’ stays. Daily coordination with partner establishments to ensure strict compliance with service standards and customer expectations. Systematic verification of data consistency between the internal system and external service providers’ platforms. Proactive detection and resolution of anomalies or technical discrepancies to ensure a seamless customer experience without service interruptions.
Skills
Hard Skills: Quality Assurance & Monitoring (QA/CSAT), Instructional Design & BPO Training, Coaching & Skills Development, Auditing & Root Cause Analysis, Multichannel Customer Relationship Management
Soft Skills: Rigor & Attention to Detail, Analytical Mindset, Teaching Skills & Diplomacy, Results-Oriented, Operational Adaptability
Degrees and Training
TOEFL
2020–2020 • ITTI Madagascar
High School Diploma
2019–2019
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 5 years of experience
- Working languages
- Tools and software in use
- 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.
- BPO Customer Service Supervisor / Quality and Performance ManagerFrench C1 · English B2 · Ref. 20525
- Customer Service Representative and BPO Back-Office ManagerFrench C1 · English B2 · Ref. 20272
- English-Speaking BPO / Customer Relations Project Team LeaderFrench C1 · English C1 · Ref. 20493
- Bilingual Quality, Training, and Customer Support SpecialistFrench C1 · English C1 · Ref. 20083
- Customer Service and BPO Operations SupervisorFrench C1 · English B2 · Ref. 20293
- Customer Service SpecialistFrench C2 · English B2 · Ref. 20600
- Customer Service ProfessionalFrench C1 · English B2 · Ref. 20466
- B2B Customer Relations and Technical Support SpecialistFrench B2 · English B2 · Ref. 20621
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.