As a Quality Support Specialist you act as the quality guardian and operational accelerator of the team. You are the link between agents, team coaches and the client, ensuring consistent quality and smooth processes.
You will:
- Work closely with Team Coaches and our client to strengthen the customer experience.
- Contribute to a positive, educational and motivating team atmosphere.
- Support agents with quality and process questions, ensuring clarity and consistency in daily operations.
- Share performance insights and observations to help Team Coaches prepare for call monitoring and coaching sessions.
- Provide structured feedback on escalated or complex cases.
- Identify areas for improvement and convert your findings into clear and concrete actions.
- Help the team achieve SLA targets by supporting traffic awareness, efficiency initiatives and productivity follow-up.
- Provide Coaching and feedback when necessary.
In short: you take our services and our people to a higher level.
Who you are
- A true quality enthusiast — detail-oriented, structured and committed to excellence.
- Someone who enjoys working with people and sees their growth as shared success.
- Fully fluent in Dutch and French, essential for this role.
- Experienced in customer contact or quality/process support, preferably in a contact center or automotive environment.
- Analytical, empathetic and a strong, clear communicator.
What we offer you
- A job in which quality and humanity go hand in hand.
- A warm team that strives together for strong results.
- Training, coaching and growth opportunities within a major contact center.
- An attractive salary package with extras.
- The opportunity to help build the customer experience of a major car brand.