DKV Mobility
Head of eCommerce Customer Operations(m/w/x)
Full-time/Part-timeWith HomeofficeManagement
Ratingen
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DKDKV Mobility
Senior Quality Assurance Manager – Customer Service(m/w/x)
Ratingen
Full-time, Part-timeWith Home OfficeSenior
AI/ML
Data Science
Nejo AI Summary
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.
Requirements
- 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
Tasks
- 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
Work Experience
- 3 years
Education
- Bachelor's degree
Languages
- German – Native
- English – Native
- French – Basic
- Italian – Basic
- Spanish – Basic
- Dutch – Basic
Tools & Technologies
- 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
Healthcare & Fitness
- Comprehensive company health management
Family Support
- Parent-child offices
- Family-friendly working time models
Company Bike
- eBike leasing support
Flexible Working
- Flexible working hours
- Hybrid work model
Other Benefits
- Modern learning environment
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of DKV Mobility and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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DKDKV Mobility
Senior Quality Assurance Manager – Customer Service(m/w/x)
Ratingen
Full-time, Part-timeWith Home OfficeSenior
AI/ML
Data Science
Nejo AI Summary
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.
Requirements
- 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
Tasks
- 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
Work Experience
- 3 years
Education
- Bachelor's degree
Languages
- German – Native
- English – Native
- French – Basic
- Italian – Basic
- Spanish – Basic
- Dutch – Basic
Tools & Technologies
- 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
Healthcare & Fitness
- Comprehensive company health management
Family Support
- Parent-child offices
- Family-friendly working time models
Company Bike
- eBike leasing support
Flexible Working
- Flexible working hours
- Hybrid work model
Other Benefits
- Modern learning environment
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of DKV Mobility and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
About the Company
DKV Mobility
Industry
Transportation
Description
The company is part of a leading European B2B platform for on-the-road payment solutions, committed to a sustainable future of mobility.
Not a perfect match?
- DKV Mobility
Head of eCommerce Customer Operations(m/w/x)
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Team Leader Customer Management(m/w/x)
Full-timeWith HomeofficeSeniorDüsseldorf - STRABAG Property and Facility Services GmbH
Qualitätsmanager:in(m/w/x)
Full-timeWith HomeofficeExperiencedNürnberg, Düsseldorf - DKV Mobility
Manager Customer Operations Toll(m/w/x)
Full-time/Part-timeWith HomeofficeManagementRatingen