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