Start Date: 26.05.2025

Are you detail-oriented, analytical, and passionate about ensuring excellent customer experiences? Join our international team in Lisbon as a Quality Analyst and play a vital role in delivering outstanding service for one of our prestigious global clients.

Your Responsibilities

As a Dutch-speaking Quality Analyst, your main goal will be to monitor and improve the quality of customer interactions. You'll use your keen eye for detail and analytical mindset to evaluate service performance and help drive continuous improvement. Including:

• Reviewing and analyzing customer service calls daily.

• Using data insights to evaluate call audits.

• Attending meetings with team supervisors to discuss audit outcomes.

• Identifying and reporting issues with call scripts and procedures.

• Supporting clients in monitoring specific programs.

• Sharing performance feedback and updates with supervisors.

• Planning and managing monthly call monitoring schedules.

• Contributing to monthly quality reports and summaries.

• Providing feedback to training teams to improve new agent onboarding.

• Participating in calibration sessions to ensure scoring consistency.

What you need for the job

• Native-level Dutch and advanced English (B2-C1 level).

• At least 12 months of experience as a Quality Analyst.

• Strong analytical and problem-solving skills.

• Excellent attention to detail and the ability to assess conversations effectively.

• Background in customer service or quality assurance is a plus.

• Willingness to relocate to Lisbon for an international career adventure.

• A valid work permit for Portugal (mandatory).

What’s in it for you?

• Contract: 12-month contract with the possibility of extension (includes a 30-day trial period).

• Salary: €1,200 gross/month, paid 14 times per year.

• Bonus: Performance-based bonus and signing bonus every 3 months.

• Meals: Meal allowance provided through vouchers.

• Relocation Support: Assistance for international candidates moving to Lisbon.

Why Move to Lisbon?

• A lively and culturally rich European capital.

• Affordable living with a warm, sunny climate year-round.

• Beautiful beaches, historic neighborhoods, and a laid-back lifestyle.

• A welcoming, diverse international community.

• Experience the world-famous Portuguese cuisine and café culture.

About the Company

Join a global leader in the BPO industry with over 170,000 employees worldwide. We support 750+ of the world’s top brands with innovative solutions and customer experience strategies. Be part of a dynamic and collaborative environment where your insights matter and your growth is supported.