Dutch-Speaking Quality Analyst: Elevate 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. 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