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Trendyol

Customer Experience Training & Quality Professional

On site Customer Support
Added
5 days ago
Location
Type
Full time
Salary
Not Specified

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Related skills

quality assurance training onboarding analytics kpis

About the Team

At Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together — as individuals and as a team.

As a

Customer Experience Training & Quality Professional, you'll be instrumental in shaping the skills and performance of our customer service teams. You will be responsible for identifying training needs, designing effective programs, and delivering both onboarding and ongoing development sessions. This role is a strategic blend of training and quality assurance, where you'll analyze performance data to drive continuous improvement and ensure our customer experience meets the highest standards.

Responsibilities

  • Identify the training and development needs of customer service teams, and design and implement training programs in line with Trendyol's strategies
  • Deliver onboarding training for new hires and ongoing development training for existing employees
  • Analyze representatives' performance against established quality standards and provide consistent, constructive feedback
  • Track and analyze key performance indicators (KPIs) to identify areas for improvement and conduct root cause analyses
  • Regularly analyzing incoming contacts identifying improvement areas for processes
  • Collaborate with relevant departments to enhance both training and quality processes

    • Expected Qualifications

  • Bachelor's degree in a related field or equivalent work experience
  • Proven experience in a quality assurance, training, or similar role within a customer service environment
  • Strong analytical and problem-solving skills
  • Excellent communication, presentation, and interpersonal skills
  • Familiarity with customer service software and tools
  • Ability to adapt to a fast-paced and dynamic work environment
  • Good command of English

    • Additional Information

    What We Offer

    - Personalised training allowance and learning opportunities: Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year.

    - Responsibility from day one: Take full ownership from the start in a culture where every voice is heard and valued.

    - A diverse, international team: Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment.

    - Opportunities to grow with the best: Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring.

    - Meaningful connections beyond tasks: Be part of team rituals, events, and social activities that help us stay connected and inspired.

    Take the Next Step

    If this role excites you, apply today, we look forward to taking the next step with you.

    Want to get to know the team better first? Explore our Career Website, LinkedIn, or YouTube to learn more about #LifeatTrendyol and how we work.

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