Call Center Quality Specialist

At InterCall BPO, we are looking for a Quality Specialist with advanced Dutch language skills to help us take our services to the next level.

In this position, the person will be responsible for ensuring that call center processes comply with quality standards, improving them, and continuously enhancing the customer experience.

Responsibilities:

• Ensure and improve compliance of call center processes with quality standards
• Monitor performance indicators, analyze results, and prepare improvement plans
• Analyze customer feedback and develop action plans
• Support the preparation of training and development programs
• Provide necessary data for quality audit reports
• Keep quality standards up to date and follow industry trends

Qualifications:

• Knowledge of quality standards and performance measurement methods
• Strong analytical thinking and problem-solving skills
• Fluent written and spoken communication skills in Dutch
• Proficiency in MS Office applications and experience in reporting
• Ability to work in a team, with leadership and training skills

If you also want to contribute to improving quality processes, we look forward to your application!