Quality Analyst (Dutch - NL/BE)

Quality&ComplianceExecute quality evaluations using the client-aligned audit framework Deliver structured, actionable audit feedback to agentsEnsure all quality reporting meets the client contractual and compliance requirementsConduct call and case monitoring with the toolsCoaching&DevelopmentDesign and deliver Individual Improvement Plans (IIPs) for agents struggling with specific processes or quality criteriaRun 1-on-1 coaching sessions focused on knowledge gaps, call structure, and customer experienceSupport new hire onboarding and nesting period quality checkpointsMaintain a constructive, non-punitive approach -- IIPs are a support tool, not a disciplinary mechanismReporting&AnalyticsProduce team-level quality reports using anonymized agent IDs for internal transparencyTrack and analyze KPI trends: CSAT, LTR, FCR, AHT, Release Rate, IIP rates, CEC performanceFlag systemic issues and data anomalies to the T&Q Manager and client stakeholdersProcess ImprovementCollect agent feedback on outdated, overcomplicated, or broken proceduresPackage and pitch process change suggestions to client management (NL/BE stakeholders)Collaborate with the T&Q Manager to evolve the coaching methodology and quality structureRecognitionIdentify and highlight well-handled cases for monthly positive recognition summariesContribute to a culture where good work gets visibility, not just gaps Fluency in English and Dutch is a mustStrong communication skills with the confidence, positivity, and storytelling ability to inspire — not just “read the script”Passion for coaching, process improvement, and making learning stickConfidence with MS Office, Excel, Canva, and other content creation toolsProactive self-starter who takes ownership without constant follow-upReliability and accountability — our role demands punctuality, consistency, and the drive to deliver without excuses 1–2 week training blocks per month, with free periods focused on coaching, feedback from other teams, process improvement, or call monitoringFlexible holidays & working shifts on non-training days2 Mental Health Days off per year — no questions askedMonthly bonus for the top-performing Quality team member, awarded for proactivity, impact, and innovation Join the team with the highest PULSE Employee Satisfaction Score in the campaign and help us set the standard for excellence.