Dutch-Speaking Quality Analyst in Lisbon

Job description:

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 channelsAssess agent performance against established quality standards and proceduresConduct regular quality audits and provide clear, actionable feedbackIdentify recurring issues, performance gaps, and opportunities for improvementParticipate in calibration sessions to ensure consistent quality standardsWork closely with Team Leaders and Trainers to develop improvement and coaching plansTrack quality KPIs and prepare reports on trends and performanceEnsure compliance with internal procedures and client requirementsSupport continuous improvement initiatives across the operationYour QualificationsFluent Dutch (C1/C2)Good command of English (B2 level or above)Previous experience in Quality Assurance, Customer Service, or a similar BPO environmentGood understanding of quality monitoring, KPIs, and customer service standardsStrong analytical skills and excellent attention to detailConfident providing constructive feedback and recommendationsExcellent communication and organizational skillsComfortable working with reporting tools, CRM systems, and Microsoft OfficeProactive, objective, and solution-oriented approachThe OfferCompetitive remuneration packageStable full-time employmentProfessional onboarding and ongoing trainingOpportunity to directly influence service quality and customer experienceCareer development within an international organizationDynamic and multicultural working environmentEmployee benefits and wellbeing initiativesContinuous learning and professional development opportunities