Position Details: Quality Analyst (Dutch)

Description:

We are looking for a dedicated Quality Analyst with proficiency in Dutch to join our team. The ideal candidate will possess strong quality management experience in a BPO environment and be detail-oriented with excellent communication skills.

Salary Range: €1800-€1900 per month

Educational and Professional Qualifications:

• Language Proficiency: Near native (CEFR level C1) or native Dutch, with manageable English skills (B1+ or better) for understanding documentation and accurate logging in client systems.
• Experience: At least 2 years of proven experience in Quality Management within a BPO environment and a minimum of 1 year in quality monitoring and auditing.
• Skills: Excellent attention to detail, strong data analytics and problem-solving skills, and a continuous improvement mindset.
• Communication: Good interpersonal and communication skills.

Work Experience and Responsibilities:

• Quality Monitoring: Monitor and audit the quality of customer interactions of assigned Customer Service Associates (CSAs), providing root cause analysis.
• Feedback and Coaching: Offer individual and team feedback and coaching to CSAs, sharing actionable insights for improvement and tracking feedback efficacy.
• Performance Support: Support CSA quality performance improvement in alignment with Operation Team lead priorities, focusing on quartile management.
• Calibration Sessions: Participate in internal and external calibration sessions and joint call monitoring sessions with customers and stakeholders.
• Quality Reporting: Provide comprehensive input for quality reporting.
• Improvement Identification: Identify areas for adherence and improvement of quality standards, offering insights and observations to enhance customer experience.
• Production Activities: Engage in production activities by taking calls and participating in support group activities, such as escalations and real-time support.
• Training Participation: Take part in training programs to better understand client and business expectations and for continuous personal development.

Preferred Competencies:

• Technical Proficiency: Advanced understanding of computer use, with the ability to multitask across systems and applications.
• Personality: Optimistic, friendly, positive, and self-motivated.
• Teamwork: Ability to work effectively in a team environment.
• Service Orientation: Focus on problem-solving and customer service.
• Flexibility: Willingness to work shift hours or part-time, within legal limits.
• Background Check: Clear background check with no criminal record or payment defaults.

If you meet these qualifications and are passionate about quality assurance, we encourage you to apply.

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