Customer Service Quality Specialist (Dutch Speaking)

The Customer Services Quality Specialist is responsible for ensuring the quality and consistency of customer service interactions. This role involves regularly monitoring, evaluating, and analyzing agent performance to identify areas for improvement. The Analyst will provide detailed feedback, help refine training processes, and contribute to improving overall customer satisfaction. This is a key role in driving excellence in customer service by maintaining high standards across all interactions.

Responsibilities:

• Conduct monthly performance assessments, including reviewing customer contacts and escalations to other departments.
• Maintain and update monthly Quality Assurance (QA) scorecards for Customer service agents.
• Provide feedback to agents and conduct follow-up training sessions to ensure continuous improvement in service delivery.
• Onboard new hires and deliver ongoing training, focusing on best practices in customer service.
• Investigate and address customer complaints related to avoidable contacts to improve the customer journey.
• Contribute to initiatives aimed at contact reduction and enhancing the overall customer experience.
• Maintain and update the Knowledgebase and Help Centre to ensure accurate and accessible information for agents and customers.

Requirements

• Proven experience in customer support or a quality-focused role.
• Strong analytical and communication skills.
• Ability to provide constructive feedback and facilitate learning.
• Proactive approach to identifying issues and implementing improvements.
• Attention to detail and a commitment to maintaining high standards.

Benefits

• Pension (5%) of your annual gross salary
• €1,000 Employee Benefits Package for Gym, Flights, Health Insurance, etc.
• Friday Drinks & Lunch at the Office with the team.
• Hybrid Work: Work from home twice a week.
• Remote Work: Work remotely for a total of 1 month a year.
• Birthday Leave: Enjoy an extra day off on us!
• Free Parking in Sliema next to the office (If you own a car).
• Relocation – Flight to Malta & 2 weeks self-catering apartment.