Customer Experience Quality Professional (Call Center) at Trendyol

Customer Experience Quality Professional (Call Center)

Trendyol · Istanbul / Maslak

Company

Trendyol

Location

Istanbul / Maslak

Type

Full Time

Job Description

Team: Customer Experience Insight & Quality & Training

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

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