Quality Analyst (Dutch - NL/BE) at Transcom

About the role

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: 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issues and data anomalies to the T&Q Manager and client stakeholders Process Improvement Collect agent feedback on outdated, overcomplicated, or broken procedures Package and pitch process change suggestions to client management (NL/BE stakeholders) Collaborate with the T&Q Manager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 Join the team with the highest PULSE Employee Satisfaction Score in the campaign and help us set the standard for excellence. Originally posted on Himalayas