Quality Analyst - Customer Care

The Quality Analyst plays a critical role in ensuring exceptional customer satisfaction by driving service excellence across all customer interactions. This position is central to maintaining high-quality standards by monitoring calls, chats and mails, identifying areas for improvement, and fostering a culture of continuous development.

Key responsibilities :

• Conduct quality monitoring through call reviews, chat evaluations, written interaction assessments and audits.

• Lead 1-on-1 coaching sessions with advisors, providing constructive feedback and actionable improvement plans.

• Develop and follow up on action plans for advisors to improve their performance in alignment with company goals.

• Collaborate with team leaders to identify and address common service issues, knowledge gaps, and soft skill areas that need development.

• Collaborate with trainers to create personal training for each agent.

• Follow trainings to have a comprehensive understanding of all the internal processes.

Requirements

• Languages : French, Dutch and English

• A Passion for Customer Service: You're dedicated to providing exceptional customer experiences.

• Ability to communicate clearly and concisely, adapting language and tone to fit the audience

• Excellent interpersonal skills, capable of delivering constructive feedback in a supportive way.

• Highly organized and able to prioritize effectively.

• Patient, empathetic, and resilient, with a commitment to supporting team members’ growth.

•  Demonstrated ability to identify knowledge gaps and create targeted solutions.

• Analytical mindset to monitor and assess data related to quality and performance metrics.

• While a relevant degree is preferred, we value practical experience and a strong work ethic. If you can show is analytical capabilities, and hands-on approach, we're interested.