Digital Service Quality & Content Specialist-hybrid-6+ months

We're looking for a Digital Service Quality & Content Specialist to help shape outstanding consumer experiences across a large, international digital care organisation. This role blends content design, quality assurance, process optimisation, and data-driven insights to support service teams in delivering exceptional interactions at scale.

If you're someone who thrives on simplifying complexity, improving processes, and enabling teams to perform at their best, this could be your next challenge.

What You Will Do?

• Identify gaps in processes, knowledge, or skills and translate them into clear improvement actions
• Create and refine agent-facing content that simplifies complex workflows and supports service excellence
• Analyse qualitative and quantitative data to uncover trends and drive service-quality improvements
• Strengthen quality assurance practices in collaboration with contact centre teams
• Work cross-functionally to present insights, influence stakeholders, and implement impactful changes

What You Bring?

• 2+ years' experience in content creation, L&D, or instructional content within a customer service or contact centre environment
• Strong interest in AI tools and their role in optimising digital care operations
• Ability to simplify complexity and communicate processes in a clear, actionable way
• Experience working in structured, process-driven environments with a continuous improvement mindset
• Excellent organisational and multitasking skills, with adaptability to fast-paced and evolving environments

Details:
Contract: Freelance
Duration: 6months +
Location: Netherlands/Hybrid

Interested or know someone who might be a fit?
Send your updated CV

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Important: job fraud

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