Dutch-Speaking QA Analyst: Elevate Customer Experience

Internetvac; Lisboa; Presencial; EUR 30 000 - 38 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive pay

Full-time role

Onboarding & training

Impact on service quality

Career development

Multicultural environment

Employee benefits & wellbeing

Continuous learning

Resumo da oferta

Workster is recruiting a Dutch-speaking Quality Analyst for a BPO operation in collaboration with a leading international customer experience provider. You will monitor interactions, evaluate performance, and collaborate with Operations and Training teams to improve service quality.

This role emphasizes attention to detail, calibration with teams, and delivering concrete feedback to enhance customer experiences across channels.

Qualificações

• Fluent Dutch (C1/C2)
• Good command of English (B2+)
• Experience in Quality Assurance or similar BPO environment
• Understanding of quality monitoring, KPIs, and customer service standards
• Strong analytical skills and attention to detail
• Confident providing constructive feedback and recommendations
• Excellent communication and organizational skills
• Proficient with reporting tools and CRM systems

Responsabilidades

• Monitor and evaluate customer interactions across phone, email, chat, and other channels
• Assess agent performance against quality standards and procedures
• Conduct regular quality audits and provide actionable feedback
• Identify recurring issues and opportunities for improvement
• Participate in calibration sessions for consistent standards
• Develop improvement and coaching plans with Team Leaders and Trainers
• Track quality KPIs and report trends
• Ensure compliance with procedures and client requirements
• Support continuous improvement initiatives

Conhecimentos

Dutch language (C1/C2)

English (B2+)

Analytical skills

Attention to detail

Communication skills

Ferramentas

CRM systems

MS Office

Reporting tools

Descrição da oferta de emprego

Workster is recruiting a Dutch-speaking Quality Analyst for a BPO operation in collaboration with a leading international customer experience provider. You will monitor interactions, evaluate performance, and collaborate with Operations and Training teams to improve service quality.

This role emphasizes attention to detail, calibration with teams, and delivering concrete feedback to enhance customer experiences across channels.