Dutch/Flemish Quality Analysts - ENECO

Tanger
15 000-17 000 dh par mois
CDI
Temps-plein

Il y a 1 mois

As a Quality Analyst, you will ensure that outbound sales interactions meet the highest standards of communication, compliance, and customer experience. You’ll review agent calls, assess adherence to process and tone expectations, and provide actionable feedback. This role plays a critical part in maintaining quality in a sales campaign where agents are expected to engage without scripts and build trust with Belgian customers. Key Responsibilities • Monitor and evaluate outbound sales calls for accuracy, customer handling, and policy adherence. • Assess calls based on communication quality, cultural alignment, sales effectiveness, and soft skills. • Provide structured feedback to agents and Team Leaders, identifying trends and improvement areas. • Collaborate with Training and Operations to support agent development through calibration and coaching. • Maintain detailed quality scorecards and audit logs for performance tracking. • Participate in regular calibration sessions to align quality standards across QA and Ops. • Identify process gaps and escalate recurring issues or compliance risks. • Ensure feedback delivery is constructive, aligned with campaign goals, and supports agent growth. • Contribute to continuous improvement of QA frameworks and evaluation criteria.
Profil Recherché • Fluent in Dutch (spoken and written); proficiency in English and/or French is a plus. • 1–2 years of experience in a QA or call auditing role, preferably within outbound sales or BPO. • Strong knowledge of call quality standards, customer service protocols, and sales evaluation metrics. • High attention to detail and ability to assess soft skills as well as process compliance. • Culturally aware – understands expectations of Belgian customers and can evaluate tone/fit. • Excellent written and verbal communication skills for clear feedback reporting. • Proficient in QA tools, CRM platforms, and Microsoft Office. • Collaborative and adaptable, able to support fast-paced campaign environments. Bonus Points : • Experience in unscripted or consultative sales campaigns • Exposure to energy, utilities, or European customer engagement campaigns • Experience supporting Dutch-language QA programs
Avantages sociaux et autres About Eastvantage: At Eastvantage, our mission is to create meaningful jobs and provide careers that are knowledge-based, inspiring, and always with the potential for development and growth. We are an independently-owned Global business solutions company enabling offshore operations from our locations in the Philippines, India, Morocco, Bulgaria, and Belgium. We have been in the industry for over a decade, growing from a handful to over 1200 happy employees over the years. We invite you to navigate through our website to get to know who we are, to see what sets us apart in culture and thinking. Join us and be part of our success story! Why join us • Embrace a healthy work-life balance. • Enjoy competitive compensation and benefits. • Be part of a positive work environment that fosters collaboration and teamwork. • Advance your career through our professional development opportunities. • Thrive in an inclusive and employee-centric culture.
Amplitude horaire 09:00 - 18:00 | Flexibility is required

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