Dutch-Speaking Quality Assurance Officer (QA)

Cape Town CBD
Salary: Market Related
Job Type: Permanent
Sectors: Call Centre
Reference: ATM10

Apply before Jun 23 2026 | 61 Days left

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Vacancy Details

Employer: ATM.SA

Are you analytical, detail-driven, and passionate about quality?
Join our dynamic contact centre team and play a key role in delivering world-class customer experiences 🌍

We are looking for a highly analytical and detail-oriented Dutch-speaking QA Officer to join our team. This role is key to ensuring quality, compliance, and continuous improvement across our international campaign.

📍 Location: Cape Town (On-site)
🕒 Shifts: Rotational - irregular shifts, including weekends (Operating hours: Mon–Sun, 07:00–22:00 NL time).

🎯 Key Responsibilities

• Monitor and evaluate Dutch customer interactions (calls, email, chat)
• Conduct quality audits and risk-based reviews
• Identify trends, risks, and performance gaps
• Provide structured feedback and coaching to agents and Team Leaders
• Ensure compliance with client requirements and regulatory frameworks (e.g. GDPR)
• Participate in calibration sessions to maintain scoring consistency
• Compile QA reports and present insights to stakeholders
• Support continuous improvement initiatives and training

Candidate Requirements

✅ Minimum Requirements

✔️ Fluent Dutch (C1–C2) and English (non-negotiable)
✔️ 1–2 years QA experience in a contact centre/BPO environment
✔️ Strong understanding of QA frameworks and customer service KPIs
✔️ Excellent analytical skills and attention to detail
✔️ Strong communication skills (written and verbal)
✔️ Experience with compliance environments (e.g. GDPR) advantageous
✔️ Proficient in MS Excel and reporting tools
✔️ Willingness to work shifts, including weekends

💡 Why Apply?

• Grow your career within a high-performance, international environment
• Play a key role in driving quality and operational excellence
• Gain exposure to data-driven insights and continuous improvement initiatives

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About ATM.SA

South Africa’s award winning, established, dynamic and leading BPO organisation. As a locally grown business, our vision is to provide turnkey, customer engagement solutions to enable our Clients to compete in an ever-changing industry under extreme legislative pressure. Based in Cape Town and established in 2007, our vision is to "Build lasting partnerships with our Clients by enhancing the value of their Customer journey."

As an outsource service provider, the management, processes, systems and methodologies that supports it, are the required core competencies of ATM.SA. Our wide range of customer engagement and administrative services allows our Clients to focus on their core competencies while leaving the day-to-day customer contact functions in our capable hands.

In addition, our people live our Client’s brands so passionately, a critical discipline ensuring all our programmes are successful and cost effective.

We pride ourselves on working in harmony and at the highest level of support with all our Partners.