Descrição da Empresa

Recruitment agency

Descrição da Função

We are 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

Localização

• No, Portugal