Dutch-Speaking Quality Analyst | Customer Experience

Elevate Closerhire; Lisboa; Presencial; EUR 21 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Employee benefits

Wellbeing initiatives

Onboarding & training

Resumo da oferta

CloserHire is partnering with a leading international customer experience provider to recruit a Dutch-speaking Quality Analyst for a BPO operation in Lisbon, Portugal. You will evaluate customer interactions, identify opportunities for improvement, and collaborate with Operations and Training teams to deliver a consistently excellent customer experience.

Qualifications include fluent Dutch (C1/C2), strong English (B2+), and prior QA or CS experience.

Qualificações

• Fluent Dutch (C1/C2)
• Good command of English (B2 level or above)
• Experience in Quality Assurance, Customer Service, or similar BPO
• Knowledge of quality monitoring, KPIs and CS standards
• Strong analytical skills and attention to detail
• Able to give constructive feedback and recommendations
• Excellent communication and organizational skills
• Familiar with reporting tools, CRM systems, and Microsoft Office

Responsabilidades

• Monitor and evaluate customer interactions across channels
• Assess agent performance against quality standards
• Conduct regular quality audits and provide feedback
• Identify issues and opportunities for improvement
• Participate in calibration sessions to ensure consistency
• Collaborate with Team Leaders and Trainers on coaching plans
• Track quality KPIs and report trends
• Ensure compliance with procedures and client requirements
• Support continuous improvement initiatives

Conhecimentos

Dutch language

English language

QA experience

Analytical skills

Attention to detail

Feedback delivery

Communication

Organizational skills

Ferramentas

CRM systems

Reporting tools

Microsoft Office

Descrição da oferta de emprego

CloserHire 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.

Language required: Dutch

Highlights:

• Bonus / commission on top of base salary

Responsibilities:

• 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

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
• 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

Relocation:
No relocation support is offered for this role — candidates must already live in the job’s country/city, or already hold valid work authorization for it.

Dutch-Speaking Quality Analyst | Customer Experience Lisbon, Portugal