(Senior) Quality Manager, Customer Service (d/f/m)

You are part of the Customer Service Team at Kleinanzeigen, which is responsible for providing support to our private and business users through a portfolio of trusted outsourced service partners. In your role as Quality Manager, you define, maintain, and continuously improve quality processes to ensure a safe, reliable, and high-quality customer experience for our users and vendors, while holding true to our customer promises.

This is a hybrid role, our office is located in Berlin-Charlottenburg. You report to the Team Lead Partner Operations.

What You’ll Do

• Own, manage, and continuously improve the quality of Customer Service activities delivered by external partners, ensuring consistent service standards and outcomes.

• Partner closely with outsourced teams to analyse performance trends, define quality metrics and KPIs, run calibration processes, and provide actionable feedback to improve service delivery.

• Generate, analyse, and present quality reports, insights, and improvement areas to internal stakeholders, using data- and AI-supported quality monitoring and reporting tools.

• Maintain and evolve quality monitoring frameworks, including scorecards, forms, benchmarking, and visualised processes aligned with business objectives.

• Collaborate closely with other Customer Service, training and operations teams to align on processes, design targeted coaching, training, and continuous improvement initiatives that enhance the overall customer experience.

• Act as a guide and mentor to the Quality Specialists in the team, fostering consistency, knowledge sharing, and a strong quality mindset across partners and stakeholders.

Who You Are

• You bring 3+ years of experience in a Quality Management role, ideally within Customer Service, Contact Centres, or outsourced service environments.

• You have strong analytical and reporting skills and are confident working with Excel or Google Sheets, QA tools, and data- or AI-supported quality solutions.

• You communicate clearly and diplomatically, even in sensitive situations, and manage stakeholders effectively across cross-functional teams.

• You're both, a team player and independent contributor with a hands-on mindset and high attention to detail.

• You are resilient in fast-changing environments and know how to deal constructively with resistance to change.

• You are fluent in German and English, both written and spoken.