Interaction Analyst (Business Analytics)

TL;DR

Interaction Analyst (Business Analytics): Turning customer interactions into actionable insights to enhance customer experience and operational performance with an accent on trend identification and data-driven recommendations. Focus on managing the Verint Interaction Analytics platform and translating complex data into strategic action plans.

Location: Hybrid (Amsterdam, Netherlands)

Salary: €4,200 – €5,500 gross per month

Company

hirify.global is a subsidiary of KLM providing 24/7 customer contact services in more than 10 languages across the Netherlands, Curaçao, and the Philippines.

What you will do

• Analyze customer interactions to identify trends, risks, and improvement opportunities.
• Develop reports and dashboards to provide performance insights for stakeholders.
• Translate complex interaction data into clear recommendations and strategic action plans.
• Manage and continuously optimize the Verint Interaction Analytics platform.
• Partner with Operations, Quality, and L&D teams to drive service improvements.
• Monitor and measure the impact of implemented improvement initiatives.

Requirements

• Dutch and English: C1+ fluency required (written and spoken).
• Location: Must be based in or be able to work from Amsterdam (Hybrid).
• HBO/Bachelor degree or equivalent thinking level.
• At least 3 years of experience in analytics or business intelligence.
• Experience with analytics tools and reporting solutions, preferably Verint Interaction Analytics.
• Strong stakeholder management and communication skills.

Nice to have

• Experience within a customer service or contact center environment.

Culture & Benefits

• Hybrid working model with a home working allowance.
• Comprehensive package including pension, year-end bonus, and holiday allowance.
• Discounted KLM flights after one year of employment.
• Travel allowance or full reimbursement of public transport via NS Business Card.
• Training and development opportunities in a diverse, international environment.
• Social events including annual parties, BBQs, and Friday drinks.