DESCRIPTION:
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
- Stable full-time employment
- 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
