Overview: Join SumUp as a Vendor Operations Quality Analyst in Berlin, where we empower small business owners to thrive. Our mission is to create intuitive financial solutions that enable merchants to manage and expand their businesses. With a commitment to fostering a supportive environment, our diverse teams across Europe, South America, and the United States collaborate to ensure that merchants can focus on their passions.
At SumUp, we aspire to establish the first truly global card acceptance brand, currently supporting over 4 million merchants in more than 35 countries.
Responsibilities : As a pivotal member of the BPO Operations team, you will oversee the quality of merchant support provided through external partners. Your key responsibilities will include: - Monitoring quality performance metrics such as CSAT, FCR, and error rates, identifying risks and opportunities for improvement. - Conducting root cause analyses on quality issues, leveraging data and AI-driven insights to spot trends and operational gaps. - Collaborating with internal teams, including Enablement, Operations, Business Architecture, and Vendor Operations, to implement actionable changes based on your findings. - Leading QA calibration sessions with BPO partners to ensure uniform scoring, uphold quality standards, and facilitate effective feedback mechanisms. - Measuring the impact of quality initiatives to confirm that changes yield significant and sustainable enhancements in merchant experience metrics.
Requirements : To excel in this role, you should possess the following qualifications: - A strong data-driven mindset and proficiency in analytics and visualization tools (such as Tableau, Looker, Google Sheets, Excel) to derive meaningful insights from data. - Excellent analytical capabilities with a knack for investigating reports to uncover root causes related to processes, training, or knowledge shortfalls. - Exceptional communication skills, enabling you to work collaboratively with internal stakeholders and external BPO partners effectively. - Familiarity with QA frameworks and a keen eye for detail when assessing processes and performance. - Comfortable with technology, including CRM systems (like Salesforce), contact center platforms, and AI-enabled analysis tools.
Preferred:
Experience in managing or collaborating with BPO vendors.
Monday to Friday, 9 AM – 5 PM (full-time)
Submit your application directly to SumUp.
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