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Quality Assurance Analyst

Willemstad, Curaçao

Job Type

Full Time

About the project

For one of our clients, we are looking for a Quality Assurance Analyst to identify areas for improvement to enhance customer satisfaction. Through performance reviews, you will provide recommendations and ensure compliance with industry regulations.

About this role

As a Quality Assurance Analyst, you ensure the highest standards of performance over the phones through consistent monitoring and evaluation of telephone transactions. You impartially evaluate all calls to the highest standards. You care about the customer experience and audit telephone conversations handled by the Customer Loyalty team. Your detailed observations and quality scores are essential in providing actionable insights as we constantly seek to increase customer satisfaction.

For this role, we are looking for the following skill set:

- Strong attention to detail
- Ability to provide consistency in evaluations
- Strong analytical abilities
- Ability to adapt to customer expectations
- Strong conflict resolution skills
- Reliable and committed team player with a strong work ethic
- Advanced communication and interpersonal skills
- Availability to work flexible hours from 8 am to 6 pm during six days per week (Mon-Sat).

Requirements

  • MBO degree level 4 (preferably in Communications/ Technology/ ICT)

  • Knowledge of industry standards and regulations

  • Knowledge of customer service principles and practices

  • People skills, strong work ethic, flexible

  • Active listening and writing skills

  • Proficient in MS Office applications

  • Sound knowledge of relevant CRM application

  • Basic understanding of sales activities

  • Good written and verbal skills in English, Papiamento, Dutch, and Spanish

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