Remote Customer and Vendor Quality Development Leader

Summary

The job is for a Quality Assurance Manager role at Trendyol Go, a local commerce arm of Trendyol Group. The role involves managing call center quality KPIs, identifying process bottlenecks, creating experience maps, translating analysis into strategic insights, building relationships with customers and internal business partners, and seeking opportunities to automate and simplify manual processes.

Requirements

• Bachelor’s degree from reputable universities (engineering, business administration, economy etc.)
• Minimum 5 years of experience in service sectors e.g. e-commerce, customer experience and seller success roles in relevant industries

Responsibilities

• Responsible for quality KPIs of call center vendors and agents
• Identify process bottlenecks and develop improvement areas in collaboration with the customer experience and training teams
• Create experience maps for the main customer experience processes and determine the communication touchpoints with the customer at each step
• Translate in-depth analysis into strategic insights, present these with compelling figures, and convert them into actionable steps
• Build and maintain strong relationships with both customers and internal business partners by providing timely, accurate, and high-quality service
• Seek out opportunities to automate and simplify manual processes to enhance productivity

Preferred Qualifications

• Customer-driven and analytical mindset with a desire and ability to identify and resolve customer problems
• Exceptional communication, persuasion and team working skills
• Able to work within a dynamic and fast-paced environment
• Excellent verbal, written and presentation skills in English

Benefits

• Take responsibility from day one and develop skills with a talented and diverse international team
• Experience open communication, flexibility, and a start-up spirit in our unique culture
• Tackle big challenges in e-commerce with Agile practices and encourage growth by learning from mistakes
• Join creative and focused teams that prioritize collaboration and problem-solving
• Access our extensive training platform for continuous learning and personal growth
• Benefit from the support of a global team of experts with mentoring and professional development opportunities
• Connect with teammates regardless of physical distance through events, meetings, and social activities
• Enjoy competitive benefits such as Trendyol shopping budget, central and international office locations, and top-of-the-line technical equipment
• Offer the opportunity for a two-month full remote work program, allowing you to work from abroad, during the summer period (July to August)