We are looking for a Quality Analyst for SE with 3-month experience on the SE market in any LOB, that has an 80% Quality accuracy score over the last 3 months.
The role as a Quality Analyst consists of developing the agents' performances in collaboration with Team leaders. You play an important role in the development of the account.
As part of your work to improve the quality of the interactions and thus the customer experience, you provide actionable insights into the agents' approach and performance in case handling.
As a QA, you provide feedback on any adjustments that need to be made and changes in processes with the intention of strengthening quality and the customer experience.
You are responsible and convey trust and security in a natural way and you have a lot of competence within the account.
To be a good fit for this position, we believe that you have an eye for detail, that you understand the meaning of excellent customer service and that you are always striving for better results.
A curiosity and passion for Artificial Intelligence (AI) concepts and applications - experience of application/use of these in a business environment would be a plus.
Furthermore, you thrive in a role where you get the opportunity to share your knowledge and where you can inspire others to achieve better results in an educational and motivating way.