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.