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Independent Quality Expert
1 semana atrás
The role of the Independent Quality Expert is to ensure Customer Service teams comply with company standards by monitoring calls, chats, and emails, and creating reports to generate actions.
Key Responsibilities:- Sampling Reviews: Perform sample reviews to monitor compliance with customer's requirements.
- Special Projects: Complete special projects and ad-hoc analyses as requested, often requiring effective presentation of large datasets and statistical analysis.
- Report Development: Develop reports and dashboards to analyze performance, productivity, effectiveness, among others, of the team. Make recommendations to Management to improve inefficiencies.
- Quality Monitoring: Monitor calls, chats, and emails to ensure quality and consistency in messaging.
- Employee Feedback: Provide Support team management with regular feedback on employee performance.
Required Skills and Qualifications:
- 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
