As a Quality & Tooling Specialist, you will play a crucial role in our organization to ensuring that our customer service teams deliver top-tier service.. You'll ensure that our quality standards are upheld and that our team has the knowledge and skills to excel. Your responsibilities will include:

You will be responsible for monitoring the quality of interactions.
Developing and enhancing quality processes.
Conducting internal audits to ensure all scripts are running smoothly.
Designing and delivering impactful training programs & script changes.
End responsible for the Customer Care tooling set-up & optimization.
Collaborating continuously with colleagues across various departments to optimize our services.

Functie-eisen

Next to being a nice colleague to work with, result driven and very customer focused personality you have:

3-5 years of experience in a quality assurance role within customer care, preferably in the retail industry.
HBO work and thinklevel.
Strong analytical skills with the ability to interpret data and drive actionable insights.
Strong communication and interpersonal skills, capable of motivating and coaching teams.
Proficiency in customer care tools and quality monitoring systems.
Ability to design and deliver engaging and effective training programs.
Fluent in Dutch and English (written and spoken). French is a plus.

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