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Quality Analyst

Job Description

Urgently looking for a Quality Analyst for an international organization in Amsterdam

Your new company
For our client, an international player in the field of websites and customer service departments of various organizations we are looking for an experienced Quality Analyst in Amsterdam. It is a dynamic company with an informal atmosphere, where customer satisfaction is the highest priority.

Your new role
The quality analyst is responsible for the optimization of the customer service department in the Netherlands (2 employees) the UK ( 5 employees) and Algeria (between 15-20 employees). As a quality analyst you assess advisors quality performance (listen to the calls, assessment score sheet, scoring system), data analysis of the scores and defining data quality rules and file format, monitoring Emails and Web chat, conduct calibration sessions, give feedback to advisors after evaluation. Besides you send weekly quality reports results to the Customer Service Manager and lead teams and train the advisors on all subjects of Customer Service.

What you'll need to succeed
The Quality Analyst would need to have at least 5 years of experience in a Quality Analyst role and ideally have Customer Service experience (not sales). Someone with previous experience in a call centre would be ideal. You have a strong understanding of QA processes and concept including test case preparation and testing methodologies. Besides you are an experienced user of Microsoft office applications (Word, Excel, Outlook, PowerPoint).

You have the ability to work in a team with excellent communication skills. You can work effectively in a fast paced business environment and stress resistant. The ideal candidate is a quick learner, eager to learn new skills and fluent in English both written and oral.

What you'll get in return
An international and rapidly growing company with a flat hierarchical structure. You gain experience within a dynamic and entrepreneurial start-up. Work with a mixture of seasoned driven experts and a highly motivated young team. Become part of a friendly and creative working environment. Attractive remuneration depending on your experience and skills.

What you need to do
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career

Ref: 1026612