We are a recruitment agency focusing on multilingual candidates. Personalbüro U. Herrmann offers attractive employment opportunities across Europe recruiting and hiring in Customer Service, IT and Healthcare.
The Role
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
Ideal 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
What's on Offer?
* Work alongside & learn from best in class talent
* Join a market leader within Ecommerce / Marketplaces
* Leadership Role