The Independent Quality Analyst will assure the Customer Service teams are in compliance with the company’s standards by monitoring calls, chats and emails, and create and analyze reports to generate actions. The primary objective is to assist management with discovering areas of improvement for processes and customer experience in the technical support teams.
Key Responsibilities:
- Perform sample reviews to monitor compliance with customer's requirements.
- Complete special projects and ad-hoc analyses as requested, often requiring effective presentation of large datasets and the application of statistical analysis in an effort to understand operational results and trends.
- Develop reports and dashboards to analyze performance, productivity, effectiveness, among others, of the team. Make recommendations to Management to improve inefficiencies.
- Participate in the development of quality monitoring forms, samples, quality standards and training.
- Track actions and their impact on the overall operation.
- Monitor calls, chats and emails to ensure quality and consistency in messaging.
- Provide Support team management with regular feedback on employee performance.
- Coordinate with Training team to document and ensure adherence to policies, procedures and processes. Suggest changes as identified.
- Track, analyze and distribute KPIs on a daily, weekly and monthly basis to the management team.
- Escalate opportunities for growth.
- Calibrate constantly on audit review criteria to ensure the client’s and our operation’s understanding of the processes is the same.
- Carry on area’s metrics’ Performance Improvement Plans.
Requirements
- Fluency in Dutch (at least C2 level, ideally native)
- B2 level of English
- Availability to work in shifts and weekends
- Excellent communication (verbal and written) and interpersonal skills
- Quick learner and adaptable to learn new processes, concepts, and skills
- Excellent organizational and time management skills
- Strong attention to detail and a desire to deliver accurately, efficiently, and to a high standard
- Have a neutral mindset to alternative video content that needs classification
Benefits
- The pleasant and inspiring working atmosphere
- Opportunity to be part of a rapidly expanding global organization with an irreproachable reputation
- Professional development and a clear career path
- Training & development opportunities
- Competitive salary & relocation allowance*
- Relocation applicable only for international candidates joining us from abroad.
Employee Status : Full-Time Employee
