Dutch/Flemish-Speaking Quality Analyst

Dutch/Flemish-Speaking Quality Analyst – Customer Support (Lisbon Office)

Are you a detail-oriented Dutch or Flemish speaker with a strong background in customer service, process evaluation, and operational excellence? We are seeking an analytical, quality-minded professional to join our team on-site in Lisbon, Portugal as a Customer Support Quality Analyst.
In this role, you will evaluate customer interactions, monitor performance standards, and deliver actionable feedback to ensure our Dutch- and Flemish-speaking support teams provide exceptional, compliant service across all communication channels.

The Role

• Interaction Auditing: Monitor and evaluate inbound/outbound calls, live chats, and email communications in Dutch/Flemish against predefined quality scoring frameworks, compliance metrics, and operational SLAs.
  
• Feedback & Coaching: Conduct regular calibration sessions and line-manager coaching alignment to provide constructive feedback, identify coaching gaps, and raise overall team performance.
  
• Trend & Root-Cause Analysis: Identify systemic service breakdowns, recurring customer pain points, and training gaps, leveraging data dashboards to deliver actionable insights to operations managers.
  
• Process Improvement: Collaborate with training, operations, and client management teams to update quality guidelines, refine scoring rubrics, and optimize customer satisfaction (CSAT) scores.
  

Working Model & Location

• Location: Lisbon, Portugal.
  
• Work Model: Full-time, 100% on-site role based in a modern corporate tech hub.
  
• Schedule: Standard business hours (Monday to Friday).
  

What We Offer

• Salary: Highly competitive base salary tailored to Dutch/Flemish specialist profiles, plus performance bonuses.
• Benefits: Comprehensive private health and dental insurance, meal allowance vouchers, and paid corporate onboarding.
  
• Career Development: Fast-track growth opportunities into Quality Management, Operations Management, or Operational Excellence Consultancy.
  

Requirements

• Language Skills: Native or Near-Native proficiency in Dutch or Flemish (C1/C2) with strong professional command of English (B2/C1).
  
• Legal Status: valid Portuguese Work/Residence Permit.
  
• Experience: 1+ years of experience in Quality Assurance (QA), Quality Analysis, or Senior/Lead Customer Support roles within a contact center or shared service environment.
  
• Analytical Skills: Strong data literacy, familiarity with QA scoring systems/CRMs, critical thinking, and meticulous attention to detail.
  
• Communication: Excellent interpersonal skills with a diplomatic, constructive approach to providing performance feedback.
  

Ready to drive service excellence in sun-drenched Lisbon? Submit your CV in English, Dutch, or Flemish today!