Dutch Language Quality Assurance Professional
hace 19 horas
Msx International is seeking a highly skilled Dutch Language Quality Assurance Specialist to join their team. As a key member of the customer service department, you will be responsible for evaluating and improving the quality of interactions with customers in Dutch and French, while maintaining high standards of professionalism and customer satisfaction.
The estimated annual salary for this role is around $70,000-$90,000 depending on experience and qualifications. In this position, you will work closely with the customer service team and team leaders to identify areas for improvement, ensuring adherence to quality standards and continuous improvement of processes.
Main Responsibilities:
- Quality Monitoring: Regularly review and assess customer service interactions (calls, emails, chats) to ensure agents meet quality standards and follow correct procedures.
- Performance Evaluation: Analyze individual and team performance, providing actionable feedback and recommendations for improvement to both agents and team leaders.
- Compliance Checking: Ensure all customer interactions comply with internal guidelines, legal requirements, and industry standards.
- Process Auditing: Conduct regular audits of customer service processes to ensure efficiency, accuracy, and alignment with project objectives and KPIs.
- Reporting and Documentation: Prepare detailed quality reports on agent performance, highlighting trends, areas for improvement, and successes.
This role requires an in-depth understanding of quality assurance processes and methodologies, particularly in a customer service environment. Native or bilingual proficiency in French and Dutch, along with advanced English knowledge, is essential. Strong verbal and written communication skills are necessary to provide clear, constructive feedback and collaborate with agents and team leaders. Analytical skills, the ability to identify trends, interpret data, and provide insights that contribute to improved performance, are also crucial.
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