Training & Quality Specialist
Veendam, Hilversum
Full or part-time
Fixed-term
About the position
Do you prefer solving the root cause rather than dealing with the hundredth recurring issue? Great. As a Training & Quality Specialist, you will ensure our Customer Service team gets a little better every day. You coach colleagues, safeguard the quality of our service, and identify opportunities to improve processes. You do not wait for someone else to take action. Instead, you take ownership and drive improvements yourself. In doing so, you help build a Customer Service department where quality is not a coincidence, but the standard.
POSITION DETAILS
As a Training & Quality Specialist, you will help our Customer Service team continuously improve. You support colleagues in their development through coaching and training, monitor the quality of our service, and ensure processes become smarter and more efficient. If you identify a recurring issue, you do not just solve the individual incident. You focus on addressing the underlying cause.
- Develop and deliver onboarding programs, training sessions, workshops, and coaching initiatives to support the continuous growth of Customer Service Agents.
- Ensure the quality of our service by reviewing customer interactions, tickets, and working methods, while providing colleagues with clear, constructive, and evidence-based feedback.
- Analyze data, identify trends, and translate insights into improvement initiatives for both agents and team leads.
- Manage and optimize our knowledge base, work instructions, FAQs, and templates, ensuring colleagues always have access to accurate and up-to-date information.
- Map processes, identify opportunities for improvement, and take the initiative to implement more efficient ways of working.
- Report to the Process & Tooling Coordinator and work closely with Team Leads to continuously elevate Customer Service performance.
About you
You are passionate about helping others develop and are not afraid to challenge the status quo when improvements can be made. You identify opportunities before others do and take action without waiting to be asked. With your analytical mindset and strong communication skills, you know how to inspire and motivate people to embrace change.
In addition, you bring the following qualities:
You are proactive, independent, and enjoy taking ownership.
You are comfortable providing honest, well-founded feedback in a way that genuinely helps colleagues improve.
You are analytical and able to translate data into meaningful improvements.
You can effortlessly communicate and collaborate with Customer Service Agents, Team Leads, and other stakeholders.
You are digitally savvy and enjoy guiding colleagues through new systems and ways of working.
You focus on sustainable, long-term solutions rather than temporary fixes.
In addition, you bring the following qualities:
You are proactive, independent, and enjoy taking ownership.
You are comfortable providing honest, well-founded feedback in a way that genuinely helps colleagues improve.
You are analytical and able to translate data into meaningful improvements.
You can effortlessly communicate and collaborate with Customer Service Agents, Team Leads, and other stakeholders.
You are digitally savvy and enjoy guiding colleagues through new systems and ways of working.
You focus on sustainable, long-term solutions rather than temporary fixes.
Do you bring the following to our company?
We believe you will be successful in this role if you:
- Have experience in Customer Service, Quality Assurance, Learning & Development, or a similar role.
- Have experience coaching, training, or supporting colleagues in their professional development.
- Are familiar with quality monitoring, KPIs, customer feedback, and using data analysis to drive improvements.
- Have experience with CRM systems, ticketing platforms, and knowledge management systems, or are able to quickly learn new tools.
- Can create, structure, and improve processes and documentation.
- Have an affinity for automation, LLMs, and/or AI; this is considered a strong advantage.
- Have experience with Zendesk and Microsoft Dynamics; this is considered a plus.
- Are fluent in both Dutch and English, spoken and written. Knowledge of German and/or French is considered a plus.
What does this job offer you?
Join EQOM and become part of an ambitious and growing international organization.
You will receive:
You will receive:
- A one-year contract for 32 hours per week.
- A competitive salary.
- Flexible working hours and the option to work in a hybrid setup (home and office).
- Travel allowance.
- 25 vacation days based on a full-time (40-hour) workweek.
- 8% holiday allowance.
- The option to purchase additional vacation days.
- Participation in the Dutch Retail Pension Fund (Pensioenfonds Detailhandel).
- A large company lunch every Friday.
- Free bootcamp sessions twice a week and discounts on gym memberships through Bedrijfsfitness Nederland.
- A vibrant social committee that organizes a variety of activities and larger events, including our EQOM Summer Party and Oktoberfest.
- Plenty of opportunities for personal development and career growth.
Are you ready?
Does this role sound like the perfect fit for you? We would love to get to know you!
About us
EQOM is a fast-growing international player in the intimate wellness sector. From our head office in Veendam, we work with over 400 colleagues in Europe on our mission: to make sexual wellbeing and pleasure accessible to everyone - regardless of preference, age or physical condition. We manage strong brands such as EasyToys, Amorelie and Adam & Eve and offer more than 14,000 products through our webshops and wholesale.
What makes EQOM unique? A vibrant culture of entrepreneurship, creativity and collaboration. We are driven to break taboos and bring about change in a category that is still often uncomfortable.
At EQOM, you will have the opportunity to make an impact in a sector that matters.
What makes EQOM unique? A vibrant culture of entrepreneurship, creativity and collaboration. We are driven to break taboos and bring about change in a category that is still often uncomfortable.
At EQOM, you will have the opportunity to make an impact in a sector that matters.