We're 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

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Compétences requises

Dutch language proficiency (C1/C2)English language proficiency (B2+)Quality Assurance (QA) in BPO/Customer ServiceMultichannel customer interaction monitoring (phone, email, chat)Conducting quality auditsQuality KPI tracking and performance reportingAnalytical skills and data interpretationAttention to detailProviding constructive feedback and coachingCross-functional collaboration with Operations and TrainingCRM systems usageReporting tools proficiencyMicrosoft Office (e.g., Excel, Word, PowerPoint)Ensuring compliance with internal procedures and client requirementsContinuous improvement / process improvement

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