Quality Analyst (Dutch - NL/BE)
Summary
A Quality Analyst evaluates customer service performance, conducts audits, and coaches agents to improve call handling and compliance. Core tasks include monitoring calls, designing improvement plans, tracking KPIs, and proposing process enhancements for Dutch/Belgian client stakeholders.
General Information
Location
Work at Home
Job ID
12942
Job Category
Operations
Language Requirement
Dutch, English
Description & requirements
Description
Your perfect opportunity to step up, make an impact, and own your role in shaping customer service excellence.
What we’re looking for:
Key responsibilities:
Quality&Compliance
Coaching&Development
Reporting&Analytics
Process Improvement
Recognition
What’s in it for you:
What we’re looking for:
- Fluency in English and Dutch is a must
- Strong communication skills with the confidence, positivity, and storytelling ability to inspire — not just “read the script”
- Passion for coaching, process improvement, and making learning stick
- Confidence with MS Office, Excel, Canva, and other content creation tools
- Proactive self-starter who takes ownership without constant follow-up
- Reliability and accountability — our role demands punctuality, consistency, and the drive to deliver without excuses
Key responsibilities:
Quality&Compliance
- Execute quality evaluations using the client-aligned audit framework
- Deliver structured, actionable audit feedback to agents
- Ensure all quality reporting meets the client contractual and compliance requirements
- Conduct call and case monitoring with the tools
Coaching&Development
- Design and deliver Individual Improvement Plans (IIPs) for agents struggling with specific processes or quality criteria
- Run 1-on-1 coaching sessions focused on knowledge gaps, call structure, and customer experience
- Support new hire onboarding and nesting period quality checkpoints
- Maintain a constructive, non-punitive approach -- IIPs are a support tool, not a disciplinary mechanism
Reporting&Analytics
- Produce team-level quality reports using anonymized agent IDs for internal transparency
- Track and analyze KPI trends: CSAT, LTR, FCR, AHT, Release Rate, IIP rates, CEC performance
- Flag systemic issues and data anomalies to the T&Q Manager and client stakeholders
Process Improvement
- Collect agent feedback on outdated, overcomplicated, or broken procedures
- Package and pitch process change suggestions to client management (NL/BE stakeholders)
- Collaborate with the T&Q Manager to evolve the coaching methodology and quality structure
Recognition
- Identify and highlight well-handled cases for monthly positive recognition summaries
- Contribute to a culture where good work gets visibility, not just gaps
What’s in it for you:
- 1–2 week training blocks per month, with free periods focused on coaching, feedback from other teams, process improvement, or call monitoring
- Flexible holidays & working shifts on non-training days
- 2 Mental Health Days off per year — no questions asked
- Monthly bonus for the top-performing Quality team member, awarded for proactivity, impact, and innovation
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