.About Conduent: Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.QUALITY ASSURANCE ANALYST WITH DUTCH AND ENGLISHThis is an exciting opportunity to join an award-winning Company as a Quality Assurance Analyst to support a client in the Financial Sector.There is no better time to join this growing team while working remotely from the comfort of your home.Would you consider yourself a well-rounded individual that enjoys dealing with people? Are you looking for a challenging position that will draw upon your attributes, skills and experience?As a Quality Assurance Analyst, you will be required to review customer contacts and evaluate performance against our Quality Marking Framework, to ensure compliance.Contract6 month Fixed Term ContractHours of workMonday - FridayLocationRemote (Spain)Essential skillsExcellent written and spoken Dutch and English language is essential.Attention to detail - auditing and completing documentation.Coaching experience preferential.Strong analytical skills and an ability to recognize improvement areas.Ability to identify, build and implement process improvement to deliver improved customer experience.Ability to manage your own workload and work independently.Engage with colleagues at all levels.Comply with company standards and policies in line with our values.What you'll be doingMonitor and analyse calls and admin tasks against our Quality Marking Framework.Provide coaching and feedback to Agents to ensure continuous improvement and delivering the best customer service experience.Produce clear and concise documentation regarding performance discussions.Maintain up-to-date trackers to enable accurate performance analysis.Communicate with key stakeholders regarding individual performance.Comply with company standards and policies in line with our values.Proactively develop your own and other skills and knowledge through effective use of systems.Share knowledge gained with team through effective knowledge transfer.Resolve high level complaint issues ensuring the customer is satisfied and that the issue is resolved in an efficient manner.Test new tools and services for the client as required.Participate in training for new hires and assist with role plays.Take on extra duties (such as taking customer phone calls or escalations), if needed, to support the client when there are no other agents available
