Quality Manager for Sales account / BPO

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