Vendor operations quality analyst

About the role

As a BPO Quality Analyst, you'll act as the guardian of the merchant experience across our external partner network. You'll turn quality data into actionable insights, ensuring our BPO partners not only meet targets but embody the SumUp standard of excellence.

What you'll do

• Own quality performance by monitoring and reporting on key experience KPIs such as CSAT, FCR, and error rates across BPO partners, identifying risks and improvement opportunities.
• Lead root cause analysis on quality issues, using data and AI-powered insights to uncover patterns, operational gaps, and areas for improvement.
• Drive cross-functional improvements by partnering with Enablement, Operations, Business Architecture, and Vendor Operations teams to translate insights into concrete actions.
• Lead QA calibration sessions with BPO partners to ensure consistent scoring, shared quality standards, and strong feedback loops for agents and team leads.
• Track the impact of quality initiatives, ensuring implemented changes lead to measurable and sustainable improvements in merchant experience metrics.

What you'll need

• Data-driven, comfortable working with analytics and visualization tools (Tableau, Looker, Google Sheets, Excel) to turn data into clear insights.
• Strong analytical skills and enjoy investigating reports to identify root causes across processes, training, or knowledge gaps.
• Strong communicator who can collaborate effectively with internal teams and external BPO partners.
• Experience with QA frameworks and strong attention to detail when evaluating processes and performance.
• Comfortable using technology and tools such as CRM systems (e.g., Salesforce), contact center platforms, or AI-enabled analysis tools.

Nice to have

• Experience working with or managing BPO vendors.

What they offer

• €2,000 annual L&D budget for conferences, courses, and professional development.
• Corporate pension scheme with up to 20% company matching.
• 28 days of paid leave plus public holidays and special leave days.
• Urban Sports Club subsidy, Kita placement assistance, and subsidised office lunches.
• 1-month sabbatical after 3 years at SumUp.
• Referral bonus for recommending talented people to join the team.