Quality Assurance: 

• Monitor and evaluate the quality of customer interactions across digital and human-assisted channels to ensure compliance and enhance customer advocacy. 

• Translate brand purpose and tone of voice into observable behaviors for Customer Service Specialists. 

• Conduct quality monitoring and evaluations, providing constructive feedback to foster development. 

• Lead quality calibration sessions with Team Leaders and external partners to ensure consistent evaluation standards. 

• Analyze customer inquiries to identify opportunities for improvement and propose actionable plans. 

• Compile and distribute quality assurance reports for all interaction types. 

Training: 

• Deliver training on essential skills and knowledge required for customer-facing roles, ensuring all team members meet minimum competency standards. Conduct impersonation activities to help employees develop interpersonal skills, including negotiation, teamwork, and conflict management. 

• Proactively identify personal performance and knowledge gaps, and take ownership of a development plan to address these areas. Engage in ongoing learning to stay updated with new knowledge and skills relevant to the role. 

• Skillfully manage challenging conversations and objections, providing valuable solutions to Customer Service Specialists and Team Leaders. Utilize learned techniques such as objection handling, active listening, and open questioning. 

• Act as an ambassador for the client brand, possessing specialized knowledge of its products, services, and sustainability commitments. Continuously enhance personal expertise in coffee, related products and processes. 

• Work closely with Team Leaders and Managers to promote on-the-job training initiatives, particularly in handling difficult customer cases. Organize training courses to prepare employees for career advancement opportunities. 

What Will Make You Successful  

• University degree or equivalent in commercial or business studies is required  
• Experience as a Customer Service Quality Assurance, Trainer or similar role (mandatory)  
• Certifications in Quality tools and methodologies (Six Sigma, Lean, PDCA, etc) is an asset 
• Premium brands expertise is an Asset  
• Analytics skills & clear communication skills (including telephone, written label)  
• Coaching training and/or previous experience 
• Dominion of Microsoft Office (Outlook, PowerPoint, Excel...)  
• Fluent in English (Level C1) 
• Fluent in Dutch
• Strong work ethic and respectfulness required 
• Labor legislation knowledge is required