Quality Control Analyst

Let’s start with the role:

The Quality Control department is at the forefront of our commitment to consistently enhance the services provided to our discerning and valued customers. Our focus is to achieve and maintain high levels of excellence in the overall customer experience for both internal and BPO's Customer Service. 

Rooted in the principles of continuous improvement, the department is committed to refining and enhancing the services, processes, and products offered by Kaizen.

Our organizational structure is purposefully designed to oversee, maintain and elevate the quality of the customer experience. It involves assessing effectiveness and enhancing operational efficiency in tandem with our commitment to quality improvement.

As a Quality Control Analyst within this framework, your role is pivotal in ensuring the consistent quality of the company's Customer Service department. You will be actively involved in the ongoing evaluation and refinement of processes, as well as the continuous improvement of the skills possessed by our Customer Service agents.

As a Quality Control Analyst you will:

• Conduct daily monitoring of all communication channels within the Services Department (Customer Service, Customer Service Inbound, Sales);
• Continuously evaluate the work of agents, focusing on improving communication skills and knowledge through training methods;
• Actively participate in QC projects to enhance their effectiveness;
• Serve as a project officer in order to deliver specific tasks assigned;
• Raise awareness and escalate on any incident including non-conformity or near-miss;
• Coach agents about handling complaints and difficult cases;
• Conduct data analysis and report findings/insights to various stakeholders;

What you’ll bring:

• Over 2 years of experience in Customer support;
• Experience using MS Office;
• Strong command of the English and Flemish languages;
• Outstanding analytical and problem-solving skills;
• Highly developed attention to detail;
• Effective communication and interpersonal skills;
• Learning to understand and anticipate customer needs, and providing excellent service;
• Experience in the gaming industry & Quality Control will be considered an asset;
• Inherent ability to navigate negotiations successfully.