Quality Manager (f/m/d) for Sales account / BPO: English

Start: asap

Your tasks:

• Supervise quality work groups of clients with multiple programs or lines of business, which can be across multiple sites/geos, including work assignment and attendance monitoring; provide input into selecting, training, developing, and completing performance appraisal of workgroup(s) following the organization’s policies and applicable legal requirements

• Maintain accurate metrics of direct reports' performance as well as overall team-level performance

• Evaluate levels of process and staff effectiveness, and work with Business stakeholders to create and collaborate on the execution of improvement action plans

• Develop strong working relationships with key business stakeholders, internal and external

• Oversee audits of key support processes within each account and recommend changes

Your profile:

• Bachelor's or Master's Degree in a related field

• Minimum of 3 years of experience in quality management, preferably within the Sales area of a BPO business

• Mandatory ability to work on-site in Berlin, no Home Office or Hybrid work possible

• Advanced knowledge of quality assurance tools and techniques

• Proficiency in using quality management software and tools

• Strong analytical skills and experience with data-driven decision-making

• Advanced Microsoft Office skills

• Excellent communication in English, verbal and written (C1), and excellent interpersonal skills

• Proven experience in leading quality assurance teams and implementing quality improvement methodologies

• Experience in managing cross-functional teams and projects

• Ability to handle complex situations and make decisions with a high degree of judgment

• Demonstrated ability to manage change and drive process improvements in a dynamic environment

• Demonstrated experience managing Sales projects

• Excellent attention to detail

• Demonstrated ability to take initiative and ownership with a focus on continuous improvement

• Demonstrated business acumen

• Six Sigma Certification

Your benefits:

• A job with the opportunity to take on responsibility and show a high level of creativity in an international environment

• The diversity and stability of working for a global leader

• A permanent position

• Access to our internal training and career opportunities

• Access to our stock purchase program

• A company pension plan

• Online shopping discounts

• Sponsored membership of the Urban Sports Club

• Access to our Employee Assist Program