Job Description
Customer Experience QA Lead
Department: Customer Experience
Employment Type: Full Time
Location: Duiven, Netherlands
Reporting To: Leo Trigo
About the role:
As QA Lead, you will own the quality of every customer interaction across the Arcavindi CX. This is a newly created role - one that does not exist yet and that we are building from the ground up. You will design and maintain our QA framework, calibrate standards across all language teams, and ensure that the insights you generate directly improve how our agents communicate with customers every day.
This role is all about rigour, consistency, and impact. You will be the quality standard-bearer for a fast-scaling European operation spanning five languages, multiple sites, and thousands of customer interactions each week.
Getting Started...
- Learn our systems, tools, and customer communication channels across all active markets.
- Build strong working relationships with Team Leaders and agents across all language teams.
- Understand our current quality landscape, identify gaps, and begin designing the QA framework.
Establishing Your Impact...
- Launch and roll out the Arcavindi CX QA framework across all language teams.
- Run calibration sessions with Team Leaders to establish consistent scoring across markets.
- Begin producing weekly QA reports that give leaders a clear picture of quality by team, by language, and by issue type.
Driving Excellence...
- Build a pipeline of QA Evaluators from within the agent population to scale quality coverage as the team grows.
- Close the loop between quality findings and training - what you find should directly shape how agents are coached and developed.
- Contribute to a culture where quality is everyone's responsibility, not just yours.
Key Goals and Objectives:
- Design, launch, and continuously improve the Arcavindi CX QA framework across all markets and languages.
- Maintain consistent quality standards across all teams, with calibration sessions ensuring Team Leaders score to the same bar.
- Deliver weekly QA reporting that gives the Head of CX and Team Leaders the insight they need to act.
- Ensure QA findings feed directly into agent coaching, training content, and onboarding materials.
- Develop QA Evaluators from within the team to build language-specific quality coverage at scale.
Key Responsibilities
Key Responsibilities:
- Own the QA framework end-to-end - scoring criteria, evaluation forms, and quality standards across all markets and languages.
- Conduct a minimum of 3 QA evaluations per agent per week across all language teams.
- Run monthly calibration sessions with Team Leaders, measuring and closing scoring variance across teams.
- Produce weekly QA reports covering scores by team, by market, and by issue type, delivered before the Monday CX meeting.
- Provide structured written feedback to Team Leaders within the same working week as each evaluation batch.
- Flag agents requiring formal performance management based on quality data.
- Work with the training team to ensure QA findings directly shape training and onboarding content.
- Identify and develop QA Evaluators from within each language team to build distributed quality coverage.
- Proactively flag quality patterns and root causes to the Head of CX - recurring issues are process problems, not just individual ones
Skills, Knowledge and Expertise
Essential Skills and Experience:
- Proven experience building or owning a QA framework in a contact centre or customer service environment.
- Experience working in a multilingual or multi-market setting.
- Strong analytical skills with the ability to turn quality data into clear, actionable insights.
- Fluent in English and proficient in at least one additional CX language (Dutch, German, French, Italian, or Spanish).
- Excellent communication and feedback skills - able to challenge and develop people constructively and with credibility.
- Highly organised, self-directed, and able to manage multiple workstreams independently.
Desirable Skills and Experience:
- Experience designing QA frameworks from scratch in a scaling or start-up environment.
- Familiarity with quality tools, scoring platforms, or call recording and evaluation software.
- Experience coaching or developing QA Evaluators within an agent population.
- Knowledge of workforce management, contact centre KPIs, and operational performance metrics.
- Proficiency in additional CX languages beyond the required minimum.
