Quality Analyst (Dutch - NL/BE)

Quality Analyst (Dutch - NL/BE) at Transcom in Belgium, Netherlands.

Role Summary

General Information

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• Collect agent feedback on outdated, overcomplicated, or broken procedures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

Requirements

• 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

Benefits

• 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
• Join the team with the highest PULSE Employee Satisfaction Score in the campaign and help us set the standard for excellence.
• < Back
• 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.