Company

Talingual

Employment type

Full time

Experience

Entry level

DESCRIPTION

Location: Athens, Greece

Role: Dutch speaking Quality Analyst

Salary: 1400 EUR gross p/m (paid 14x p/a) plus 100 EUR meal vouchers p/m plus 10% bonus potential

Hours: 40 hrs per week rotational

The company

Our client is a leading provider of customer experience solutions, offering innovative and scalable services to global brands. Operating in a dynamic and multicultural environment, the company specializes in customer support, technical assistance, and digital engagement, delivering high-quality service across various industries. With a strong commitment to professional growth, employee well-being, and operational excellence, the company fosters a collaborative and inclusive workplace in Athens, Greece.

The Role

We are seeking a highly skilled and detail-oriented Dutch-speaking Quality Analyst to support employee development through coaching initiatives while ensuring adherence to quality standards. This role is pivotal in monitoring procedures, identifying areas for improvement, and driving operational excellence.

Responsibilities

Evaluates Customer Service Representatives (CSRs) by monitoring, reviewing, and assessing calls to ensure quality standards are met.
Provides constructive feedback to CSRs on their service performance, focusing on adherence to procedures, scripts, and best practices.
Enhances service quality by coaching employees on soft skills, product knowledge, and system navigation to improve the overall caller experience.
Collaborates with supervisors and team managers to discuss performance insights, share monitoring outcomes, and implement improvements.
Conducts targeted training sessions and develops action plans to address skill gaps and enhance service delivery.
Identifies training needs by assessing employee strengths and areas for development.
Develops and maintains training materials, including classroom handouts, instructional guides, and reference manuals.
Facilitates structured learning sessions and ensures training content aligns with business objectives..
Delivers training courses and ensures employees effectively apply newly learned skills in their daily tasks.
Regularly reviews and updates training programs to reflect procedural changes and business needs.

REQUIREMENTS

We are looking for candidates who have:

Fluency in Dutch and English
Previous experience as a quality assurance analyst desired or min 9 month call centre agent experience
Excellent communication skills, both verbal and written.
Effective time management and organizational abilities.
Ability to deliver constructive feedback that drives continuous performance improvement among advisors

OFFER

Salary, benefits and relocation package

Competitive salary and job stability.
Fully paid training and ongoing professional development.
Permanent contract with long-term career prospects.
Private healthcare benefits.
Opportunities for continuous learning and career growth.
A diverse, inclusive, and engaging work environment.
Wellness programs including on-site fitness facilities and personal training.
A vibrant, multicultural setting with initiatives to foster team spirit and collaboration

About Talingual

As a job-seeker you can benefit from Talingual’s extensive experience - we have successfully placed thousands of candidates in new roles across Europe and we have all previously been in your position as an international job-seeker. We work with leading international employers who offer compelling employment opportunities in a wide variety of roles and locations. We add value to your job search by reviewing your CV, identifying your strengths as a candidate, discussing your preferences with you, preparing you for interviews, and providing relocation advice. You can expect your Talingual recruiter to provide you with honest and clear guidance in a friendly and supportive way. See more at talingual.com