TSMG Holding is hiring a
Junior Quality Analyst

Summary

The job is for a Junior Quality Analyst in the Dutch-speaking Customer Support team of a global IT company. The role includes monitoring and auditing customer interactions, providing feedback and coaching to CSAs, participating in training programs, and identifying improvement areas for quality standards.

Requirements

• Near native (CEFR level C1) or native Dutch language and manageable English skills (B1+ or better)
• Proven experience in Quality Management within a BPO environment (min. 2 years)
• Quality monitoring and audit experience (min. 1 years)

Responsibilities

• Monitor and audit the quality of customer interactions of assigned CSAs
• Provide root cause analysis
• Provide individual and team feedback and coaching to CSAs
• Effectively support CSA quality performance improvement
• Participate in internal and external calibration sessions and joint call monitoring sessions with customers and stakeholders
• Provide comprehensive input for Quality reporting
• Identify improvement areas for adherence and improvement of quality standards
• Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support

Preferred Qualifications

• Optimistic, friendly, positive, and self-motivated personality
• Ability to work in a team
• Service-oriented profile and with a focus on problem-solving
• Ability to work shift hours/part-time (to the extent legally possible)
• Good communication skills