Customer Experience Quality Professional

Description du poste:

About the Team
At Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together - as individuals and as a team.

About the Role

As a CX Quality Professional, you will be responsible for evaluating customer interactions across multiple regions, ensuring service quality standards are met, identifying root causes behind quality gaps, and driving continuous improvement initiatives that directly impact customer satisfaction and operational efficiency.You will work closely with internal steakholders, outsource partners and training teams to transform quality insights into actionable business improvements

Responsibilities

* Analyze customer service representatives' performance against established quality standards and guidelines.
* Identify areas of improvement and provide constructive feedback to enhance agents and team performance.
* Track and analyze key performance indicators (KPIs) related to customer service, such as response time, issue resolution, and customer satisfaction scores.
* Collaborate with relevant departments to gather and interpret data, providing insights for continuous improvement.
* Collaborate with training teams to develop and update training materials based on quality assessments and feedback.
* Conduct root cause analysis of customer service issues and discrepancies, aiming to identify underlying issues and implement preventative measures
* Work closely with cross-functional teams to identify and address systemic issues affecting the customer experience.

Expected Qualifications

* Bachelor's degree in a related field or equivalent work experience.
* Proven experience in quality assurance or a similar role within a customer service environment.
* Strong analytical and problem-solving skills.
* Excellent communication and interpersonal skills.
* Familiarity with customer service software and tools.
* Ability to adapt to a fast-paced and dynamic work environmentGood Command of English

What We Offer
- Hybrid working model with flexibility: a schedule that helps you find the right balance between flexibility and team bonding, including work-from-abroad opportunities and a summer working model.
- Customisable FlexBenefits budget: Adjust your daily meal allowance, choose your health insurance package (and extend it to your spouse or children), and pick from additional benefits like fuel support or Trendyol shopping credits.
- Well-being support: Access to location-based in-house doctors, as well as psychologist and dietitian support, and HPV vaccination provision.
- Personalised training allowance and learning opportunities: Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year.
- Responsibility from day one: Take full ownership from the start in a culture where every voice is heard and valued.
- A diverse, international team: Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment.
- Opportunities to grow with the best: Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring.
- Meaningful connections beyond tasks: Be part of team rituals, events, and social activities that help us stay connected and inspired.

Take the Next Step
If this role excites you, apply today, we look forward to taking the next step with you.
Want to get to know the team better first? Explore our Career Website, LinkedIn, or YouTube to learn more about #LifeatTrendyol and how we work