General Information
Location
Work at Home
Job ID
12942
Job Category
Operations
Language Requirement
Dutch, English
Description & requirements
Description
Your perfect opportunity to step up, make an impact, and own your role in shaping customer service excellence.
What we’re looking for:
Key responsibilities:
Quality&Compliance
Coaching&Development
Reporting&Analytics
Process Improvement
Recognition
What’s in it for you:
What we’re looking for:
- Fluency in English and Dutch is a must
- Strong communication skills with the confidence, positivity, and storytelling ability to inspire — not just “read the script”
- Passion for coaching, process improvement, and making learning stick
- Confidence with MS Office, Excel, Canva, and other content creation tools
- Proactive self-starter who takes ownership without constant follow-up
- Reliability and accountability — our role demands punctuality, consistency, and the drive to deliver without excuses
Key responsibilities:
Quality&Compliance
- Execute quality evaluations using the client-aligned audit framework
- Deliver structured, actionable audit feedback to agents
- Ensure all quality reporting meets the client contractual and compliance requirements
- Conduct call and case monitoring with the tools
Coaching&Development
- Design and deliver Individual Improvement Plans (IIPs) for agents struggling with specific processes or quality criteria
- Run 1-on-1 coaching sessions focused on knowledge gaps, call structure, and customer experience
- Support new hire onboarding and nesting period quality checkpoints
- Maintain a constructive, non-punitive approach -- IIPs are a support tool, not a disciplinary mechanism
Reporting&Analytics
- Produce team-level quality reports using anonymized agent IDs for internal transparency
- Track and analyze KPI trends: CSAT, LTR, FCR, AHT, Release Rate, IIP rates, CEC performance
- Flag systemic issues and data anomalies to the T&Q Manager and client stakeholders
Process Improvement
- Collect agent feedback on outdated, overcomplicated, or broken procedures
- Package and pitch process change suggestions to client management (NL/BE stakeholders)
- Collaborate with the T&Q Manager to evolve the coaching methodology and quality structure
Recognition
- Identify and highlight well-handled cases for monthly positive recognition summaries
- Contribute to a culture where good work gets visibility, not just gaps
What’s in it for you:
- 1–2 week training blocks per month, with free periods focused on coaching, feedback from other teams, process improvement, or call monitoring
- Flexible holidays & working shifts on non-training days
- 2 Mental Health Days off per year — no questions asked
- Monthly bonus for the top-performing Quality team member, awarded for proactivity, impact, and innovation
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