Independent Quality Analyst (Dutch-speaking)

About the role

The Independent Quality Analyst ensures that Customer Service teams comply with the company's standards by monitoring calls, chats and emails, and by creating and analysing reports that lead to concrete actions. The main goal is to help management identify areas of improvement for processes and customer experience in the technical support teams.

Key responsibilities

• Perform sample reviews to monitor compliance with customers' requirements
• Complete special projects and ad-hoc analyses, including presenting large datasets and applying statistical analysis
• Develop reports and dashboards on performance, productivity and effectiveness
• Make recommendations to management to improve inefficiencies
• Take part in developing quality monitoring forms, samples, quality standards and training
• Track actions and their impact on operations, and provide regular feedback on employee performance to support team management
• Coordinate with the Training team to document adherence to policies, procedures and processes
• Monitor calls, chats and emails for quality and consistent messaging
• Track, analyse and distribute KPIs daily, weekly and monthly to management
• Escalate growth opportunities and calibrate audit review criteria so the client and the operation share the same understanding of processes
• Carry out Performance Improvement Plans for the area

Required profile

• Dutch fluency at least at C2 level, ideally native
• B2 level of English
• Availability to work in shifts and on weekends
• Excellent verbal and written communication and interpersonal skills
• Quick learner, adaptable, and strong organisational and time-management skills
• Strong attention to detail and a neutral mindset towards alternative video content that needs classification

What we offer

• A pleasant and inspiring working atmosphere
• Opportunity to join a rapidly expanding global organisation
• Professional development, training and a clear career path
• Competitive salary and relocation allowance for international candidates