Vendor Experienced Executives (QA) audit interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the Yemeksepeti brand and evaluates interactions with an objective of improving overall customer experience through providing feedback on SOP, Process and agent behavior for both compliance and sales improvement.
Auditing a team of front line agents across commercial for all sales transaction quality and SOP adherence for Commercial Operations
- To maintain desired levels of productivity & accuracy on audits performed by self
- To coach front line agents on overall SOP, Process,new changes and sales skills improvement
- Perform RCA analysis to identify the root cause of vendor pain & flag potential issues
What You’ll Do
- Performs call monitoring and delivers actionable insights, trend analysis, and performance reporting to site management and stakeholders.
- Leverages quality monitoring systems to track, analyse, and report performance at both team and individual level, highlighting key trends, recurring issues, and outliers.
- Conducts evaluations of calls and email interactions in line with QA standards, ensuring consistency and identifying improvement opportunities.
- Identifies customer and vendor pain points through deep-dive analysis and translates findings into structured insights to support coaching, process improvement, and sales/service effectiveness.
- Raises red flags on performance risks, compliance gaps, and systemic issues, ensuring timely escalation and mitigation.
- Provides targeted feedback to commercial operations leaders, Team Leaders, and Managers to drive coaching interventions and performance uplift.
- Partners with Sales Enablement and Training teams to address identified gaps, improve agent capability, and enhance overall service and conversion performance.
- Participates in calibration sessions and performance reviews with BPO partners to ensure scoring consistency, align expectations, and drive continuous improvement initiatives.
- Supports QA scorecard alignment by participating in calibration discussions and ensuring consistent interpretation and application across teams.
- Conducts QA reviews for new joiners to establish baseline quality standards and reinforce expectations early in the lifecycle.
- Delivers market-level reporting across assigned countries, highlighting performance trends, risks, opportunities, and improvement actions for leadership visibility.