DKV Mobility
Head of eCommerce Customer Operations(m/w/x)
Vollzeit/Teilzeitmit HomeofficeManagement
Ratingen
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DKDKV Mobility
Senior Quality Assurance Manager – Customer Service(m/w/x)
Ratingen
Vollzeit, Teilzeitmit HomeofficeSenior
AI/ML
Data Science
Nejo KI-Zusammenfassung
Designing and implementing QA frameworks for customer service journeys and CX drivers. At least 3 years of QA framework experience in a scaling, international customer service environment required. Flexible working hours, eBike leasing support.
Anforderungen
- At least 3 years relevant professional experience in Customer Service Quality, QA, CX, Service Operations, or comparable roles
- Experience designing, building, and operating QA frameworks in Customer Service, ideally in scaling, international environment
- Strong customer journey and CX mindset, optimizing end-to-end customer journeys
- High affinity for CX/Customer Service technology, experience with modern QA, analytics, conversation intelligence solutions
- Solid knowledge of common customer service and quality KPIs (CSAT, NPS, FCR, AHT, Quality Score, SOP adherence)
- Experience coaching, training, and enabling operational customer service teams and leaders
- Hands-on experience with AI-driven QA and CX technologies
- Experience with performance- and quality-based incentive models for service teams
- International experience in pan-European or global customer service setups, dealing with cultural differences
- Experience building QA dashboards, BI analyses, or management reports
- Successfully completed university degree (Business Administration, Business Informatics, or comparable)
- Fluent in German and English, both written and spoken; additional European languages are a strong advantage
- Equal opportunity employer
Aufgaben
- Design and implement holistic Quality Assurance framework
- Align service quality with customer journeys and CX drivers
- Select and integrate modern technical solutions for quality measurement
- Define and develop quality KPIs for performance and quality incentives
- Own Voice-of-the-Customer measurement and derive improvement actions
- Act as central interface for product, process, and stakeholder teams
- Translate innovations into structured trainings and onboarding sessions
- Manage and improve customer service SOP and playbook framework
- Identify quality deviations and process violations
- Develop targeted training and coaching measures
- Enable team leads and managers to steer teams based on quality metrics
- Handle ad-hoc tasks as required
Berufserfahrung
- 3 Jahre
Ausbildung
- Bachelor-Abschluss
Sprachen
- Deutsch – fließend
- Englisch – fließend
- Französisch – Grundkenntnisse
- Italienisch – Grundkenntnisse
- Spanisch – Grundkenntnisse
- Niederländisch – Grundkenntnisse
Tools & Technologien
- QA frameworks
- modern QA
- analytics
- conversation intelligence solutions
- AI-driven QA
- CX technologies
- speech-to-text
- automated quality scoring
- topic detection
- text and sentiment analytics
- generative AI
- BI analyses
Benefits
Gesundheits- & Fitnessangebote
- Comprehensive company health management
Familienfreundlichkeit
- Parent-child offices
- Family-friendly working time models
Firmenfahrrad
- eBike leasing support
Flexibles Arbeiten
- Flexible working hours
- Hybrid work model
Sonstige Vorteile
- Modern learning environment
Die Originalanzeige dieses Stellenangebotes in der aktuellsten Version findest du hier. Nejo hat diesen Job automatisch von der Website des Unternehmens DKV Mobility erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.
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DKDKV Mobility
Senior Quality Assurance Manager – Customer Service(m/w/x)
Ratingen
Vollzeit, Teilzeitmit HomeofficeSenior
AI/ML
Data Science
Nejo KI-Zusammenfassung
Designing and implementing QA frameworks for customer service journeys and CX drivers. At least 3 years of QA framework experience in a scaling, international customer service environment required. Flexible working hours, eBike leasing support.
Anforderungen
- At least 3 years relevant professional experience in Customer Service Quality, QA, CX, Service Operations, or comparable roles
- Experience designing, building, and operating QA frameworks in Customer Service, ideally in scaling, international environment
- Strong customer journey and CX mindset, optimizing end-to-end customer journeys
- High affinity for CX/Customer Service technology, experience with modern QA, analytics, conversation intelligence solutions
- Solid knowledge of common customer service and quality KPIs (CSAT, NPS, FCR, AHT, Quality Score, SOP adherence)
- Experience coaching, training, and enabling operational customer service teams and leaders
- Hands-on experience with AI-driven QA and CX technologies
- Experience with performance- and quality-based incentive models for service teams
- International experience in pan-European or global customer service setups, dealing with cultural differences
- Experience building QA dashboards, BI analyses, or management reports
- Successfully completed university degree (Business Administration, Business Informatics, or comparable)
- Fluent in German and English, both written and spoken; additional European languages are a strong advantage
- Equal opportunity employer
Aufgaben
- Design and implement holistic Quality Assurance framework
- Align service quality with customer journeys and CX drivers
- Select and integrate modern technical solutions for quality measurement
- Define and develop quality KPIs for performance and quality incentives
- Own Voice-of-the-Customer measurement and derive improvement actions
- Act as central interface for product, process, and stakeholder teams
- Translate innovations into structured trainings and onboarding sessions
- Manage and improve customer service SOP and playbook framework
- Identify quality deviations and process violations
- Develop targeted training and coaching measures
- Enable team leads and managers to steer teams based on quality metrics
- Handle ad-hoc tasks as required
Berufserfahrung
- 3 Jahre
Ausbildung
- Bachelor-Abschluss
Sprachen
- Deutsch – fließend
- Englisch – fließend
- Französisch – Grundkenntnisse
- Italienisch – Grundkenntnisse
- Spanisch – Grundkenntnisse
- Niederländisch – Grundkenntnisse
Tools & Technologien
- QA frameworks
- modern QA
- analytics
- conversation intelligence solutions
- AI-driven QA
- CX technologies
- speech-to-text
- automated quality scoring
- topic detection
- text and sentiment analytics
- generative AI
- BI analyses
Benefits
Gesundheits- & Fitnessangebote
- Comprehensive company health management
Familienfreundlichkeit
- Parent-child offices
- Family-friendly working time models
Firmenfahrrad
- eBike leasing support
Flexibles Arbeiten
- Flexible working hours
- Hybrid work model
Sonstige Vorteile
- Modern learning environment
Die Originalanzeige dieses Stellenangebotes in der aktuellsten Version findest du hier. Nejo hat diesen Job automatisch von der Website des Unternehmens DKV Mobility erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.
Über das Unternehmen
DKV Mobility
Branche
Transportation
Beschreibung
The company is part of a leading European B2B platform for on-the-road payment solutions, committed to a sustainable future of mobility.
Noch nicht perfekt?
- DKV Mobility
Head of eCommerce Customer Operations(m/w/x)
Vollzeit/Teilzeitmit HomeofficeManagementRatingen - Kidde Deugra Brandschutzsysteme GmbH
Customer and Quality Assurance Engineer(m/w/x)
Vollzeitmit HomeofficeBerufserfahrenRatingen - STRABAG Property and Facility Services GmbH
Qualitätsmanager:in(m/w/x)
Vollzeitmit HomeofficeBerufserfahrenNürnberg, Düsseldorf - DKV Mobility
Manager Customer Operations Toll(m/w/x)
Vollzeit/Teilzeitmit HomeofficeManagementRatingen - auxmoney
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Vollzeitmit HomeofficeSeniorDüsseldorf