Dutch-Speaking Quality Assurance Officer (Customer Service QA)

SUMMARY:
Are you analytical, detail-driven, and passionate about quality?
Join our dynamic contact centre team and play a key role in delivering world-class customer experiences 🌍
 
We are looking for a highly analytical and detail-oriented Dutch-speaking QA Officer to join our team. This role is key to ensuring quality, compliance, and continuous improvement across our international campaign.
 
📍 Location: Cape Town (On-site)
🕒 Shifts: Rotational - irregular shifts, including weekends (Operating hours: Mon–Sun, 07:00–22:00 NL time).
 
 
🎯 Key Responsibilities

• Monitor and evaluate Dutch customer interactions (calls, email, chat)
• Conduct quality audits and risk-based reviews
• Identify trends, risks, and performance gaps
• Provide structured feedback and coaching to agents and Team Leaders
• Ensure compliance with client requirements and regulatory frameworks (e.g. GDPR)
• Participate in calibration sessions to maintain scoring consistency
• Compile QA reports and present insights to stakeholders
• Support continuous improvement initiatives and training

POSITION INFO:

✅ Minimum Requirements

• Fluent Dutch (C1–C2) and English (non-negotiable)
• 1–2 years QA experience in a contact centre/BPO environment
• Strong understanding of QA frameworks and customer service KPIs
• Excellent analytical skills and attention to detail
• Strong communication skills (written and verbal)
• Experience with compliance environments (e.g. GDPR) advantageous
• Proficient in MS Excel and reporting tools
• Willingness to work shifts, including weekends

• Grow your career within a high-performance, international environment
• Play a key role in driving quality and operational excellence
• Gain exposure to data-driven insights and continuous improvement initiatives