Dutch Quality Analyst
CurrentMy main duties within the company are monitoring call quality to ensure the best level of service for our customers.Listening to calls from our agentsEvaluating calls and checking whether the evaluation grid has been respectedUpdate the quality assessment for all teams Report the results of improvements share deviations and alerts in the fieldReport agents' performance regularlyOrganise quality feedback meetings and calibration sessions, both internally and with clientsGuide agents in the field to improve the quality of their work