BPO Customer Service Supervisor / Quality and Performance Manager
A salaried Good-ID employee applies this skill within our “Customer service & administration” unit — customer relations, multilingual support, data entry and back-office — under the supervision of our project managers. The service draws on 9 years in the trade and is delivered in French (C1) and English (B2). 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
My career in customer relations operations within the BPO sector has taken me from managing complex bilingual cases to leading teams and overseeing quality control. With extensive experience in rigorously analyzing production KPIs, conducting audits, and providing hands-on coaching, I ensure strict adherence to business processes. Fully fluent in both French and English to meet the demands of international markets, I provide European companies with immediate operational expertise to ensure their service standards and optimize their performance.
Professional Experience
Customer Service Supervisor
Since October 2023 • Business Process Outsourcing (BPO) Company – Madagascar
Day-to-day management of operations and direct supervision of customer service teams to ensure consistent achievement of production targets. Rigorous monitoring of individual and team performance metrics to maintain high quality standards and optimize request handling. Providing hands-on support to employees through targeted coaching and ongoing training, fostering their skill development and engagement. Effective coordination of workflows to streamline work organization and ensure the department’s operational excellence.
Quality and Production Controller
June 2021–October 2023 • Business Process Outsourcing (BPO) Company – Madagascar
Oversaw the compliance of customer interactions and request handling to ensure operational excellence and strict adherence to processes. Rigorously monitored key production metrics to ensure that established performance objectives were met. Conducted regular audits, led individual and group quality debriefings, and implemented targeted corrective actions to optimize team skills. This approach helped ensure service standards and maintain a high level of customer satisfaction.
Customer Service Representative – English-Speaking Agent
January 2020–December 2021 • Business Process Outsourcing (BPO) Company – Madagascar
Managed a portfolio of English-speaking users from start to finish, responding to their various requests for information and assistance. Rigorous analysis and handling of complex complaints to provide quick, appropriate, and personalized resolutions. Managed interactions with a high level of attentiveness and professionalism in English to maintain optimal customer satisfaction. Rigorous tracking of each case until its final resolution, in accordance with service quality requirements.
Customer Service Representative – Bilingual Expert Agent (French and English)
January 2019–December 2020 • Business Process Outsourcing (BPO) Company – Madagascar
Expert management and resolution of complex customer cases for both French- and English-speaking clients. Comprehensive handling of high-stakes requests by providing personalized, seamless, and responsive bilingual support. In-depth analysis of critical situations to provide tailored solutions that meet service quality requirements. Maintained a high level of operational expertise to ensure customer satisfaction and excellence in customer relations across all managed interactions.
Customer Service Representative - French-Speaking Agent
January 2018–December 2019 • Business Process Outsourcing (BPO) Company – Madagascar
Comprehensive management of relationships with French-speaking customers through the reception and rigorous handling of incoming calls and requests. Accurate analysis of customers’ needs to provide tailored, personalized, and high-value-added advice. Effectively guided users toward the appropriate solutions while ensuring compliance with service quality requirements. Carefully managed cases to ensure optimal follow-up, rapid resolution of requests, and customer retention through smooth and professional communication.
Skills
Hard Skills: KPI & BPO Performance Management, Team Supervision & Management, Quality Control & Process Audits, Customer Relationship Management (CRM), Bilingual in Professional French and English
Soft Skills: Leadership & Coaching, Results- and Quality-Oriented, Interpersonal Communication, Stress Management & Handling Complex Situations, Organizational Skills & Attention to Detail
Strengths: Microsoft Excel Certification (Numerika), Certification in Leadership, Emotional Intelligence, and Communication (CCF Harmony), Advanced Certificate in English (CNELA)
Degrees and Training
Certified Training in Microsoft Excel
Numerika
Certified Training in Leadership, Emotional Intelligence, and Communication
CCF Harmony
Advanced Certificate in English
2018 • CNELA
First Certificate in English
2017 • CNELA
BACC Series D
2016
BACC Series A
2015
BEPC
2013
CEPE
2009
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 9 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 Quality Trainer and CoachFrench C1 · English B2 · Ref. 20449
- Customer Service and BPO Operations SupervisorFrench C1 · English B2 · Ref. 20293
- Call Center Supervisor / Quality ControlFrench C2 · English B2 · Ref. 20204
- Customer Service Representative and BPO Back-Office ManagerFrench C1 · English B2 · Ref. 20272
- Key Account Customer Relations SupervisorFrench C1 · English C1 · Ref. 20201
- Bilingual Quality, Training, and Customer Support SpecialistFrench C1 · English C1 · Ref. 20083
- Quality and Training Manager, BPO InternationalFrench C1 · English C1 · Ref. 20145
- Freight Forwarding and Customs Agent / BPO SupervisorFrench C2 · English B2 · Ref. 20254
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.