Dutch-Speaking Quality Analyst | Customer Experience

Workster; Lisboa; Presencial; EUR 21 000 - 32 000; Tempo integral

Resumo da oferta

Workster is partnering with a leading international customer experience provider to recruit a Dutch-speaking Quality Analyst for a BPO operation. You will evaluate customer interactions and help drive service improvements across multiple channels.

The role requires fluent Dutch (C1/C2) and English (B2+), with QA or customer service experience in a BPO environment. You will monitor, audit, provide feedback, and collaborate with Operations and Training to raise performance and customer

Qualificações

• Fluent Dutch (C1/C2).
• Good command of English (B2 or above).
• Experience in Quality Assurance, Customer Service or similar BPO environments.
• Strong understanding of quality monitoring, KPIs and CS standards.
• Analytical mindset with high attention to detail.
• Confident providing constructive feedback and recommendations.
• Excellent communication and organizational skills.
• Comfortable with reporting tools and CRM systems.
• Proactive, objective and solution-oriented.

Responsabilidades

• Monitor and evaluate customer interactions across channels.
• Assess agent performance against quality standards.
• Conduct regular quality audits and provide actionable feedback.
• Identify recurring issues and opportunities for improvement.
• Participate in calibration sessions for consistent quality.
• Collaborate with Team Leaders and Trainers on coaching plans.
• Track quality KPIs and prepare trend reports.
• Ensure compliance with procedures and client requirements.
• Support continuous improvement initiatives across operations.

Conhecimentos

Dutch language

English proficiency

Quality Assurance

Customer Service

Quality monitoring

KPIs

Feedback skills

CRM tools

MS Office

Ferramentas

CRM systems

Microsoft Office

Descrição da oferta de emprego

Workster is partnering with a leading international customer experience provider to recruit a Dutch-speaking Quality Analyst for a BPO operation.

This role is ideal for an experienced customer service professional with a strong eye for detail and a passion for improving service quality. You’ll evaluate customer interactions, identify opportunities for improvement, and work closely with Operations and Training teams to help deliver an consistently excellent customer experience.

Your Role

• 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

Your Qualifications

• 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

The Offer

• Competitive remuneration package
• Professional onboarding and ongoing training
• Opportunity to directly influence service quality and customer experience
• Career development within an international organization
• Dynamic and multicultural working environment
• Employee benefits and wellbeing initiatives
• Continuous learning and professional development opportunities