Verenigd Koninkrijk, CardiffVerenigd Koninkrijk, Cardiff


Publicatie datum 05.06.2024

Call Quality Analyst - Dutch Speaking

Target Group are a leading business services provider in lending, investments and insurance, creating value for our clients through digital customer journey, outsourcing and operational transformation.

We are currently working with a well known global company supporting on a project based in Cardiff.

We are looking for Dutch Speaking Call Quality Analysts to support with the following tasks:
  • Monitor customer calls and customer interaction by our Customer Service Executives.
  • Provide individual and team feedback and coaching to Customer Service Executives by sharing actionable insights for improvement
  • Participate in internal and external calibration sessions and joint call monitoring sessions with customer and stakeholders
  • Provide comprehensive input for Quality reporting
  • Identify improvement areas for adherence and improvement of quality standards, call out insights and observations to continuously improve customer experience
  • Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support


Ideally applicants will have the following:

  • Able to speak Dutch fluently
  • Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications
  • Optimistic, friendly, positive, and self-motivated personality
  • Ability to work in team with good communication skills
  • Service oriented profile and with a focus on problem solving

If successful, this role will be subject to a credit check and DBS check.

  • Competitive salary between £35,000 - £40,000 per annum
  • Immediate start dates throughout June and July
  • The opportunity to work for a global organisation
  • Full time shifts for the duration of the 6 month contract, working 5 out of 7 days

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