Online marketplace boosts quality score with strategic support solutions

The client

Our client is a leading European online marketplace connecting buyers and sellers of second-hand items. The client offers users an easy way to list, browse, and purchase pre-loved fashion and lifestyle goods. Its intuitive platform supports millions of users across Europe and the US while promoting more sustainable shopping.

The Helpware environment

Helpware supports the client with 50 agents across three locations in two key service categories:

• 30 customer support agents—Voice, chat, and email (Ukraine)
• 20 merchant support agents (Albania and Georgia)

The challenge: Stepping up to meet new QA target on a short runway

The client raised its internal Quality Assurance (QA) target from 90% to 97%. And it gave Helpware just 90 days to hit it.

At the time, Helpware had already achieved a strong 91% QA average. But raising that to a near-perfect 97% on such a tight timeline was daunting: Nearly half the team had less than 60 days of tenure, and many were still ramping up, while both lines of business (LOBs) involved complex technical support scenarios, raising the difficulty further.

Internal QA simulations indicated we could achieve a best-case 95% score within 90 days. Hitting 97% would require structural changes, smarter coaching, and more- targeted QA actions.

Helping 'Ware' it counts: Mapping a realistic path to quality

Helpware partnered with the client to assess the path to a 97% QA score using a structured impact analysis that benchmarked current QA scores, reviewed key performance indicators (KPIs), and evaluated how the shift would affect team engagement and long-term stability.

We built a tactical roadmap with four major action items:

• Cross-vendor auditing—All support vendors audited each other’s tickets to boost objectivity and improve internal QA alignment.
• More QA headcount—Leaders assessed the staffing model and recommended more QA analysts to support sampling, coaching, and escalations.
• Process clarity—Operational teams reviewed gray areas, updated documentation, and added built-in buffer time before new changes affected agent metrics.
• Ramped scoring glide path—QA teams proposed adjusted scoring for new hires to account for training and LOB complexity.

These steps clarified which elements were realistically achievable in 90 days and which would require a longer-term investment.

The results

Helpware improved its QA scores by four points in under three months: From 91% to 95%. The Client extended the timeline to reach 97% sustainably, keeping customer satisfaction high and agent morale strong.