Customer Service Quality Specialist (m/f)

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Customer Service Quality Specialist (m/f)


As part of our growing Customer Service team in Brussels, you have the chance to step into an important role in the company, ensuring the great quality service that all our customers deserve!

Without you as our Quality Specialist, the Customer Service team would be incomplete. You exactly know on what levels we serve our clients and where we can still improve in order to be known for our great support. 

What you will be doing

  • Monitoring, listening and scoring outbound communication (call and email)
  • Evaluating whether processes are being followed and the solutions offered by the agents are in line with our standards
  • Staying in close contact with the agents as well as Supervisors and Manager to ensure appropriate behaviour on the floor
  • Giving agents feedback guided by the results of the monitoring sessions
  • Providing a weekly and monthly quality report to Customer Service Managers and Process Managers reflecting on special individual results and team performance
  • Advising Managers and Supervisors on next steps for individual agents or the team
  • Advising Process Manager on processes for quality monitoring 
  • Defining needs for training and discussing them with the Training Specialist
  • Receiving and communicating feedback from Customer Service Agents on the operation (processes, bottlenecks and improvement opportunities) to the Customer Service Manager and Process Manager
  • Providing trend data and giving recommendations for changes to processes, procedures, and trainings
  • Performing all other duties regarding Customer Service Quality assigned by management

What you should bring with you

  • HBO Education, preferably in Quality Assurance, Coaching, Training, People Management, and/or Communication studies
  • 1-2 years of experience with internal quality assurance and analytics
  • Experience with contact center operations and functions across multiple departments is a plus
  • Fluent and excellent written skills in French, Dutch and English
  • Exceptional coaching skills and interpersonal communication skills
  • A listener and being open to issues faced by Customer Service Agents
  • Organization and time management skills
  • Ability to work and negotiate in a team environment
  • Ability to work independent of supervision
  • Positive attitude, good judgement, and strong work ethic

What we offer

  • Working in a young, international team
  • A dynamic work environment with flat hierarchies
  • Short decision making processes
  • A brand new & stylish office at Tour & Taxis in Brussels
  • The best team and company events (even a ski trip with the whole company once per year)
  • Fresh fruit and great coffee in the office
  • 10 Euro voucher for our platform every month
  • Meal vouchers
  • 32 holidays per year
  • Travel allowance

Are you ready to join?

In 2000 student Jitse Groen founded and launched one of the world’s first online food delivery marketplaces, Within the last 17 years, we made it from a tiny little student room into a billion dollar company: As the leading online food delivery marketplace in Europe, we currently connect millions of consumers and tens of thousands of restaurants in 9 European countries and Vietnam.  

With over 900 hardworking international employees, spread across 5 offices in the Netherlands, Belgium, Germany, Poland and Vietnam, we are planning to keep on growing with one goal in mind: “become the most beloved food ordering brand in Europe”.  

It is not without good reason that every month 25 new employees are hired. The market we’re operating in changes rapidly and is still growing, the potential is nowhere near yet exploited. As we like doing everything ourselves we have a lot of in-house expertise.

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