General Information

Location
Porto
Job ID
10116
Job Category
Operations
Language Requirement
Dutch, English

Description & requirements

Description

Transcom is a global community of customer experience experts, nimble, driven and committed to the brands we serve. Now, we’re searching for a Quality Analyst to drive our standards in service quality to its highest point.
If you have previous experience in the fashion e-commerce industry and are focused about delivering quality results, this is the perfect opportunity for you!

What’s in it for YOU!
  • You’ll play a crucial role in maintaining the high-quality standards that our clients expect, ensuring positive customer experiences at every interaction
  • At Transcom, we value personal development. You’ll have the chance to further develop your skills in quality assurance and customer experience management, with opportunities for advancement
  • Join a supportive and dynamic team that believes in collaboration and innovation to drive success
  • Gain exposure to some of the biggest names in the industry, working with brands that shape the market
  • Enjoy a competitive salary and benefits package

Join Transcom as a Quality Analyst in the fashion e-commerce industry!
As a Quality Analyst at Transcom, particularly within this industry, you’ll be at the forefront of ensuring that our service quality consistently meets the highest standards. Your role will be:
  • Evaluate customer service calls, emails and chat interactions to ensure they comply with quality standards, including regulatory requirements specific to the e-commerce industry
  • Deliver constructive feedback to agents and teams, helping them improve performance and align with quality expectations. Support in coaching sessions to enhance skill development
  • Create and maintain regular quality reports that track performance metrics, highlighting trends, issues and areas for development
  • Work closely with customer service teams, managers and other stakeholders to develop quality standards, procedures and guidelines tailored to the fashion e-commerce industry

To be successful in this role, the following is needed:
  • Fluency in Dutch and English spoken and written (C1+)
  • At least 6 months of experience in the fashion e-commerce industry, ideally with customer service or quality assurance roles
  • A keen eye for detail to ensure that service quality standards are consistently met
  • Strong verbal and written communication abilities to provide clear and actionable feedback
  • Ability to assess customers interactions, identify areas for improvement and provide solutions
  • Comfortable with quality management systems, reporting tools and software
  • Ability to thrive in a fast-paced environment and adjust to ever-evolving customer needs

What Life at Transcom is like!
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care and root for each other.
You’re included just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.