Yemeksepeti is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Yemeksepeti, dünyanın öncü yerel teslimat platformu olan Delivery Hero Grubu'nun bir parçası. Misyonumuz kapınıza kadar hızlı, kolay ve harika bir deneyim sunmak. Dünya çapında yaklaşık 65 ülkede faaliyet gösteriyoruz. Merkezi Berlin, Almanya'da bulunan Delivery Hero, 2017'den bu yana Frankfurt Menkul Kıymetler Borsası'nda işlem görmekte olup MDAX borsa endeksinin bir parçasıdır.
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.
- 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
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
Skills Required
- Ability to speak, read & write in the required language
- Ability to speak, read & write English
- Minimum 1 year handling sales QA or previous exposure in a sales program
- Strong attention to detail and ability to ensure accuracy and consistency across quality initiatives
- Good written and verbal communication skills, willingness to learn and adapt
What We Do
As the world’s leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europe’s largest tech platforms, we enable ambitious talent to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you’re from or what you believe in, we build, we deliver, we lead. We are Delivery Hero
