Quality Assurance Sales Enablement

Job Description

• 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.

Qualifications

•  Ability to speak, read & write in the required language Is mandatory
• Minimum 1-year handling sales QA or previous exposure in a sales program
• Strong attention to detail with te ability to ensure accuracy and consistency across all quality initiatves
• Good written and verbal communication skills, with a willingness to learn and adapt to new challenges.
• Ability to speak, read & write English is mandatory

Additional Information

At Yemeksepeti, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here.

Your rights arising from the processing of your personal data, within the scope of the Law on the Protection of personal data. You can find detailed information on the page of our Clarification Text at https://www.yemeksepeti.com/contents/kvkk-aday-aydinlatma-metni

At Yemeksepeti, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here.

Your rights arising from the processing of your personal data, within the scope of the Law on the Protection of personal data. You can find detailed information on the page of our Clarification Text at https://www.yemeksepeti.com/contents/kvkk-aday-aydinlatma-metni