close

Contact Center Quality Specialist - French & Spanish

Customer service
Maastricht

Would you like to use your experience to continuously improve customer experience and achieve the highest quality of services possible? If yes, than you share a common goal with our client and you should consider to apply for a position as a Contact Center Quality Specialist (m/f/d).

Contact Center Quality Specialist - French & Spanish

Description and responsibilities:

  • Responsible for quality of work of Customer Service Representatives for the French- and Spanish speaking market: listening to the calls, reading emails, chats
  • Acting as coach for Customer Service Representatives soft skills
  • Gathering and processing information regarding customer experience satisfaction scores and market developments in order to improve the quality and usefulness of developed processes and systems
  • Supporting implementation of processes and documents in line with procedures, guidelines and corporate policies
  • Monitoring adequate use, in order to ensure optimal contribution of processes and employees towards our client's operational quality
  • Maintaining an orderly environment ensuring the quality assurance has the correct scripts, responses, and the appropriate support materials
  • Preparing quality documentation and reports by collecting, analysing and summarising information and trends
  • Providing ongoing quality assurance
  • Calling evaluations reports to the Management Team
  • Overseeing the maintenance of the knowledge management tool, user interface and documents content

Your profile:

  • Experience in quality monitoring of contact center agents: listening to the calls, reading emails, chats, giving feedback
  • Near-native language skills in French and Spanish, both written and verbally
  • Experience in setting up questionnaires/ surveys
  • Data analysis experience
  • Deep knowledge of contact centre processes
  • Ideally experience with lean management and knowledge of COPC standards
  • Independent and conceptual thinking and acting

Benefits:

  • Our client offers you in exchange a job opportunity in an ambitious, professional, dynamic and multicultural working environment, where people work to give their best, but have fun as well.
  • Generous relocation package including 8 weeks housing and reimbursement for first arrival, housing fee and moving costs
  • Collective health insurance at discounted rates
  • Pension plan
  • Holiday allowance
  • Result-oriented bonus (variable payment)
  • Transportation plan: free bike every 3 years or; free public transport or; contribution to fuel costs
  • An extensive initial training at the beginning and a follow-up buddy programm
  • Great chances for your personal and professional development

Requirements:

* Experience in quality monitoring of contact center agents: listening to the calls, reading emails, chats, giving feedback * Near-native language skills in French and Spanish, both written and verbally * Experience in setting up questionnaires/ surveys * Data analysis experience * Deep knowledge of contact centre processes * Ideally experience with lean management and knowledge of COPC standards * Independent and conceptual thinking and acting