BPO Quality Analyst

BPO Quality Analyst - Berlin On site

We believe in the everyday hero. Those who have the courage to follow their passion and the determination to turn their dreams into reality.

Small business owners are at the heart of everything we do. That's why we're building powerful, easy-to-use financial solutions that help them run and grow their businesses. With a founder's mentality and a team-first attitude, our diverse teams across Europe, South America, and the United States work together so that merchants everywhere can succeed doing what they love.

At SumUp, we're building the world's first truly global card acceptance brand to empower small businesses everywhere. Today, more than 4 million merchants across 35+ countries rely on SumUp to get paid and grow.

Our BPO Operations team is the engine that enables us to support millions of merchants worldwide. We work closely with external partners to deliver fast, reliable, and human support at global scale. We don't just manage vendors—we build seamless extensions of the SumUp culture, ensuring every merchant receives high-quality support, wherever they are.

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.

You'll be great for this position if:

📊 You are data-driven and comfortable working with analytics and visualization tools (Tableau, Looker, Google Sheets, Excel) to turn data into clear insights.

🕵️ You have strong analytical skills and enjoy investigating reports to identify root causes across processes, training, or knowledge gaps.

🗣️ You are a strong communicator who can collaborate effectively with internal teams and external BPO partners.

✔️ You have experience with QA frameworks and a strong attention to detail when evaluating processes and performance.

🤖 You are 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.

Why you should join SumUp

🌎 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office with an office-first setup.

🌈 Commitment to Diversity and Inclusion: Be part of a workplace that values and promotes diversity and fosters an inclusive environment.

📚 A dedicated €2000 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.

🚵🏾‍♂️ Additional benefits including Urban Sports Club subsidy, Kita placement assistance, and subsidised office lunches.

🌴 Break4Me: 1-month sabbatical after 3 years at SumUp.

🔗 Referral bonus for recommending talented people to join the team.

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