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. ðŸ“ Location: Cape Town (On-site)🕒 Shifts: Rotational - irregular shifts, including weekends (Operating hours: Mon–Sun, 07:00–22:00 NL time).  ðŸŽ¯ Key ResponsibilitiesMonitor and evaluate Dutch customer interactions (calls, email, chat)Conduct quality audits and risk-based reviewsIdentify trends, risks, and performance gapsProvide structured feedback and coaching to agents and Team LeadersEnsure compliance with client requirements and regulatory frameworks (e.g. GDPR)Participate in calibration sessions to maintain scoring consistencyCompile QA reports and present insights to stakeholdersSupport continuous improvement initiatives and training

✅ 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