Overview: Join SumUp as a Quality Analyst for Vendor Operations in Berlin, where we celebrate the everyday heroes—those passionate individuals dedicated to transforming their dreams into reality. At SumUp, our mission is to empower small business owners with innovative and user-friendly financial solutions, allowing them to thrive and expand their enterprises. With a collaborative spirit and a founder's mentality, our diverse teams across Europe, South America, and the United States work in unison to ensure merchants succeed in doing what they love.
As we strive to create the world’s first truly global card acceptance brand, we support over 4 million merchants across more than 35 countries. Our BPO Operations team is crucial in delivering fast and reliable human support to millions of merchants worldwide. We focus not only on managing vendors but on integrating them into the SumUp culture, ensuring that every merchant experiences top-notch support, regardless of their location.
Responsibilities : In the role of BPO Quality Analyst, you will be the protector of merchant experience within our external partner network. Your responsibilities will include: - Overseeing quality performance by tracking and reporting key experience KPIs such as CSAT, FCR, and error rates across BPO partners, while pinpointing risks and opportunities for enhancement. - Leading root cause analyses to address quality issues through data and AI-driven insights to identify trends, operational gaps, and improvement areas. - Collaborating cross-functionally with Enablement, Operations, Business Architecture, and Vendor Operations teams to translate insights into actionable strategies. - Conducting QA calibration sessions with BPO partners to uphold uniform scoring, shared quality standards, and effective feedback mechanisms for agents and team leads. - Monitoring the outcomes of quality initiatives to ensure that implemented changes lead to noticeable and sustainable enhancements in merchant experience metrics.
Requirements : To excel in this position, you should possess: - A data-driven mindset and proficiency in analytics and visualization tools (e.g., Tableau, Looker, Google Sheets, Excel) to convert data into clear insights. - Strong analytical capabilities and a passion for investigating reports to uncover root causes across processes, training needs, or knowledge gaps. - Excellent communication skills for effective collaboration with internal teams and external BPO partners. -
Experience with QA frameworks and keen attention to detail in assessing processes and performance. - Familiarity with technology and tools, including CRM systems (such as Salesforce), contact center platforms, or AI-powered analysis tools.
Preferred:
Experience in managing or working with BPO vendors is a plus.
Monday to Friday, 9 AM – 5 PM (full-time)
Submit your application directly to SumUp.
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