Dutch-Speaking QA Analyst: Elevate Customer Experience

Ersilia; Lisboa; Presencial; EUR 24 000 - 36 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive remuneration package

Stable full-time employment

Onboarding and ongoing training

Career development

Multicultural environment

Wellbeing initiatives

Continuous learning opportunities

Resumo da oferta

We are partnering with an international customer experience provider to recruit a Dutch-speaking Quality Analyst for a BPO operation in Lisbon. You will monitor interactions across channels, assess agent performance to quality standards, and deliver actionable feedback to drive service improvements.

The role requires strong analytical skills, excellent communication, and experience with QA, KPIs, and CRM tools.

Qualificações

• Fluent Dutch (C1/C2).
• Good command of English (B2 level or above).
• Previous experience in Quality Assurance, Customer Service, or a similar BPO environment.
• Good understanding of quality monitoring, KPIs, and customer service standards.
• Strong analytical skills and excellent attention to detail.
• Confident providing constructive feedback and recommendations.
• Excellent communication and organizational skills.
• Comfortable working with reporting tools, CRM systems, and Microsoft Office.
• Proactive, objective, and solution-oriented approach.

Responsabilidades

• Monitor and evaluate customer interactions across phone, email, chat, and other channels.
• Assess agent performance against established quality standards and procedures.
• Conduct regular quality audits and provide clear, actionable feedback.
• Identify recurring issues, performance gaps, and opportunities for improvement.
• Participate in calibration sessions to ensure consistent quality standards.
• Work closely with Team Leaders and Trainers to develop improvement and coaching plans.
• Track quality KPIs and prepare reports on trends and performance.
• Ensure compliance with internal procedures and client requirements.
• Support continuous improvement initiatives across the operation.

Conhecimentos

Dutch (C1/C2)

English (B2+)

Quality Assurance

Customer Service

KPIs

Communication skills

CRM systems

Microsoft Office

Ferramentas

CRM systems

Microsoft Office

Descrição da oferta de emprego

We are partnering with an international customer experience provider to recruit a Dutch-speaking Quality Analyst for a BPO operation in Lisbon. You will monitor interactions across channels, assess agent performance to quality standards, and deliver actionable feedback to drive service improvements.

The role requires strong analytical skills, excellent communication, and experience with QA, KPIs, and CRM tools.