Banu Y.

I help companies improve the quality, consistency, and customer experience of Turkish-language interactions across calls, chats, emails, and AI-driven conversations. With 20+ years of experience in telecommunications, customer operations, and quality evaluation, I specialize in reviewing customer interactions against communication standards, process compliance requirements, SOPs, and company-specific call flows. My evaluations go beyond language quality—I assess not only what agents say, but whether they follow the correct procedures, decision rules, and customer experience standards. As a native Turkish speaker, I identify linguistic, cultural, and communication nuances that non-native reviewers often miss, including robotic, translation-driven, or unnatural phrasing that can negatively impact customer trust. I have experience evaluating up to 80 customer interactions per day across multiple concurrent projects, providing structured QA reports, scorecards, coaching notes, and actionable recommendations that support performance improvement and operational consistency. In addition to customer service quality evaluation, I support AI training and evaluation projects involving Turkish-language conversations, speech data, transcription review, response quality assessment, annotation, labeling, and conversational data evaluation. My expertise includes: • Turkish Call & Chat Quality Monitoring • Customer Experience (CX) Evaluation • QA Scorecards & Quality Reporting • Call Flow & SOP Compliance Reviews • Agent Feedback & Coaching Support • Process & Policy Compliance Audits • Turkish Language Validation for AI, Speech & Conversation Projects • Telecom Customer Service & Operations If you need a Turkish QA specialist who understands both customer communication and operational quality, I would be happy to support your project.