Monitor and evaluate recorded calls against established quality assurance instruments and standards.
Generate call review reports, analyse the results, and share insights with relevant stakeholders.
Suggest, identify, and recommend improvements to our evaluation system to incorporate quality standards and measurable goals.
Translate and transcribe calls from different languages into English as needed.
Contribute to the development of quality control standards, processes, and procedures.
Collaborate with the Responsible Gambling officer to identify and address any inconsistencies related to responsible gambling.
Prepare weekly/monthly/annual feedback as required.
Meet established deadlines, targets, and timeline requirements.

Fluency in both Dutch and English is mandatory.
And know another of the following languages at C1 level: Turkish; Swedish; Finnish; Italian; German; Greek; French; Hindi.
Keen attention to detail and exceptional analytical skills to be able to identify mistakes/errors and tackle the appropriate actions.
Strong verbal and written communication abilities.
A commitment to impartiality in all responsibilities.
Exceptional organizational and time management skills to meet deadlines.
Honesty and a strong work ethic with a high level of integrity and confidentiality.

Call Quality Control Analyst – Dutch Bilingual

Key skills