Dutch-Speaking Quality Assurance Officer (Customer Service QA)

Recruiter:

SA Commercial (Pty) Ltd

Job Ref:

CPT000192/GW

Date posted:

Friday, April 24, 2026

Location:

Cape Town, South Africa

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 ð

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.

ð Location: Cape Town (On-site)
ð Shifts: Rotational - irregular shifts, including weekends (Operating hours: Mon–Sun, 07:00–22:00 NL time).

ð¯ 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:

â 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

ð¡ Why Apply?

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

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