DutchFlemish-Speaking Quality Analyst

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.

• 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.
  

• 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).
  

• 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.
  

• 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!