Quality Analyst | Dutch (Relocate to Malaysia) |

Concentrix; Netherlands; On-site; EUR 35,000 - 45,000; Full time

Job summary

Concentrix is seeking a Quality Analyst in the Netherlands to monitor and evaluate calls and other contact methods, ensuring quality standards are maintained. The ideal candidate will possess strong communication skills, analytical abilities, and a proficiency in MS Office.

This role includes reporting evaluation results to stakeholders and participating in calibration sessions to drive process improvements. Join Concentrix for a dynamic opportunity to enhance service quality and contribute to team success.

Qualifications

• Good verbal and written communication skills in English and local language.
• Ability to work under pressure and meet timelines on deliverables.
• Drive for self-learning and knowledge enhancement.

Responsibilities

• Monitor and evaluate inbound and outbound calls and other contact methods.
• Report results of evaluations to business stakeholders.
• Participate in calibration sessions to ensure scoring consistency.

Skills

Good verbal and written communication skills

Interpersonal skills

Proficient with feedback and coaching skills

Analytical abilities

Detail-oriented

Tools

MS Office (PowerPoint, Excel, Word)

Job description

We’re Concentrix. A global technology and services leader that powers the world’s best brands.

Website: http://www.concentrix.com

Role

Quality Analyst

Essential Functions / Core Responsibilities

• Monitors, evaluates, and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Reports results of evaluations to appropriate business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
• Participates in internal quality audits (e.g., periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Participates in quality task forces with business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Meets departmental productivity requirements (e.g., number of calls monitored per month, number of emails evaluated, etc.).
• Completes phone time to keep current on programs (as applicable).
• Contributes to maintaining forms and legends documents.
• Supports management focus on review of key drivers, metrics and operational processes (including training) that drive Balanced Scorecards and count profitability goals.

Candidate Profile

• Good verbal and written communication and interpersonal skills; competency in written and spoken local and English language.
• Excellent verbal and written communication skills.
• Proficient with feedback and coaching skills.
• Ability to work under pressure.
• Proficient with MS Office (PowerPoint, Excel, Word).
• Drive for self‑learning and knowledge enhancement.
• Analytical abilities to analyze data and trends from effectiveness surveys.
• Ability to multi‑task and meet timelines on deliverables.
• Detail‑oriented.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.