Vendor operations quality analyst

Description

Job Overview

• Role: Vendor operations quality analyst
• Company: SumUp
• Location: Berlin, Berlin, Germany
• Employment Type: Full-Time
• Category / Department: Various
• Salary: Competitive / Not Disclosed — confirm during interview
• Listing Source: Arbeitnow

Job Description

Vendor Operations 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.

Find Jobs in Germany on Arbeitnow

Salary & Compensation

The salary for this position has not been publicly disclosed. Compensation is typically determined based on your experience, skills, and interview performance. Use your research on industry benchmarks and the cost of living in the role's location to negotiate effectively.

In addition to base salary, many employers in this sector offer a comprehensive benefits package that may include:

• Annual or performance-based bonuses
• Health, dental, and vision insurance
• Provident Fund (PF) and Gratuity contributions (India)
• Paid Time Off (PTO), sick leave, and public holidays
• Professional development budget and learning allowances
• Stock options or Employee Stock Ownership Plans (ESOPs) at select companies
• Flexible or remote working allowances
• Parental leave and family health coverage

Note: The specific benefits offered by this employer should be confirmed during the offer stage. Not all benefits listed above may apply to every organisation or role type.

Work Arrangement

Type: On-Site / Full-Time

This is an on-site, full-time position. You will be expected to report to the office or designated work location during standard business hours, Monday through Friday. Some companies offer flexible start and end times or occasional work-from-home days at the manager's discretion. The company fosters a collaborative environment with open workspaces, dedicated meeting rooms, and structured team events.

Typical Interview Process

While each organisation structures its hiring differently, candidates for this type of role typically go through the following stages:

1. Resume and application screening
2. Introductory phone or video call with HR
3. Role-specific skill or competency interview
4. Final interview with the hiring manager or panel
5. Reference checks and offer discussion

Tip: Research the company's products, culture, and recent news thoroughly before each interview round.

About the Employer

SumUp is the organisation posting this opportunity. While full company details are available on the original job listing, here is what you should research before applying:

• Company size and culture: Review the company's LinkedIn profile, Glassdoor reviews, and their official website to understand team size, work culture, and employee satisfaction.
• Products and services: Familiarise yourself with what the company builds, sells, or delivers. Being knowledgeable about their offerings will set you apart during interviews.
• Recent news: Search for any recent fundraising, acquisitions, product launches, or leadership changes — these often come up in interviews and signal company health.
• Location and offices: The role is based in or around Berlin, Berlin, Germany. Confirm office address, remote policy details, and travel requirements during the process.
• Where this listing was found: This job was sourced from Arbeitnow.

How to Apply & Preparation Tips

To apply for the Vendor operations quality analyst position, follow these steps:

1. Tailor your resume: Customise your CV to match the specific requirements listed in the job description. Use keywords from the posting to pass Applicant Tracking System (ATS) filters.
2. Write a compelling cover letter: Even if not mandatory, a concise cover letter demonstrating your enthusiasm and fit for the role significantly improves your chances.
3. Apply via the original listing: Use the apply link on the original job post to submit your application. Avoid applying through third-party channels that may delay or lose your submission.
4. Prepare for phone screening: Be ready for an initial call within 3–7 business days of applying. Have your resume and a quiet space ready.
5. Follow up professionally: If you haven't heard back in 7–10 business days, a brief, polite follow-up email to the recruiter is acceptable and often appreciated.

Disclaimer: This listing is aggregated from a public job board for informational purposes. JobSetuu does not guarantee the accuracy or current availability of this position. Always verify the details on the employer's official careers page before applying.