Senior Customer Experience Quality Lead

Aras Kargo; Beykoz; Hybrid; TRY 350,000 - 520,000; Full time

Benefits offered by this job

Hybrid work model

Flexible working hours

Early finish on Fridays

Taxi transportation for Headquarters

Birthday leave

30 days paternity leave

Meditopia app

Meal card

Supplementary health insurance

Life insurance

Personal accident insurance

Job summary

Aras Kargo is seeking a Customer Experience Quality Assistant Manager to establish, monitor and improve quality standards across customer services, call centre, branches and field operations in Türkiye. You will analyse quality data to identify improvement opportunities and drive customer experience and operational quality.

The role requires a bachelor’s degree and at least five years in customer services or operations management, with strong Excel skills and experience in quality processes.

Qualifications

• Bachelor’s degree in business/engineering/management/logistics or related field.
• Minimum 5 years in customer services, call centre, or operations management.
• Experience in cargo, logistics, e-commerce or similar sectors preferred.
• Experience in customer service quality processes, audits, KPI/SLA reporting.
• CRM knowledge and strong data analysis skills are required.

Responsibilities

• Establish and update quality standards across customer services, call centre, branches and field operations.
• Establish quality control and audit plans; analyse audit results and manage CAPA.
• Evaluate customer interactions across channels and share improvements with teams.
• Monitor compliance with quality standards and drive improvement actions.
• Analyse quality KPIs, SLA results, error rates and customer feedback; report trends.
• Conduct root cause analyses and implement action plans with deadlines.
• Develop recommendations and carry out quality improvement projects with departments.
• Monitor CRM and digital system data; coordinate issue resolution with teams.
• Monitor supplier and outsourcing quality performance and drive improvements.
• Prepare weekly/monthly quality reports and present to management.
• Manage work plans and development of the Quality team.

Skills

Analytical thinking

Stakeholder management

Team leadership

Problem solving

Communication

Education

Bachelor’s degree (Business Administration/Industrial Engineering/Management/Logistics)

Tools

Advanced Excel

Data visualisation tools

Job description

Aras Kargo is seeking a Customer Experience Quality Assistant Manager to establish, monitor and improve quality standards across customer services, call centre, branches and field operations in Türkiye. You will analyse quality data to identify improvement opportunities and drive customer experience and operational quality.

The role requires a bachelor’s degree and at least five years in customer services or operations management, with strong Excel skills and experience in quality processes.