Senior Manager Quality Assurance - Customer Service full-time/part-time (hybrid)

Do you want to actively contribute to a company’s growth and turn ambitious plans into reality? Then join our team! You can look forward to exciting challenges, an inspiring environment, and a work culture that combines flexibility and collaboration, supported by our 60/40 hybrid working model and modern offices in Ratingen as a hub for exchanging ideas.

You are responsible for designing, implementing, and continuously developing a holistic Quality Assurance framework to ensure excellent and scalable Customer Service quality for customers across Europe. You consistently align service quality with customer journeys and key CX drivers, with the goal of delivering a consistent, cross-channel, best-in-class service experience.

You select, integrate, and leverage modern technology solutions for quality measurement and management across all service channels, such as voice recording, speech-to-text, conversation intelligence, and AI-based sentiment analysis. You define, implement, and continuously develop quality KPIs and use them as the basis for performance- and quality-driven monetary incentive schemes for Customer Service teams.

You take end-to-end ownership of Voice of the Customer measurement, including CSAT and NPS, and translate the insights into concrete improvement initiatives. You act as the central interface for Product, Process, and other stakeholder teams, translating new developments into structured training, learning, and enablement initiatives for operational teams.

You take ownership of the Customer Service SOP and Playbook framework, including its management and continuous development, while ensuring a consistent and quality-driven way of working. You identify quality gaps and systematic process deviations, derive targeted training and coaching measures, and enable operational Team Leads and Team Managers to manage their teams based on quality insights.