Quality Management Lead (m/f/d)

Become part of our team and as a Quality Management Lead (m/w/d) take over a professional leadership role with high relevance for the satisfaction of our B2B customers. Together with your team, you work to solve critical concerns professionally, analyze causes systematically and achieve sustainable improvements in the customer experience. You combine operational strength with strategic vision and continuously develop processes and quality standards. In addition, you actively position the issue of complaint management in the company and support other teams to professionalize the handling of complaints. Your tasks Head of a specialized team in B2B complaint management as well as coaching and development of team members independent processing of complex customer requirements Analysis of causes of complaints, identification of trends and derivation of strategic improvement measures Conception and implementation of internal training for customer service teams for professional complaint handling Responsibility for quality assurance and further development of standards in operational daily business Creation of reports, presentation of insights and close cooperation with stakeholders in sales, customer service and product

Completed commercial training or studies – ideally focusing on communication, business or service At least 3 years of professional experience in customer service or complaint management – ideally with professional management responsibility High problem-solving competence, pronounced quality awareness and passion for sustainable process optimization Experience in creating reporting and address-oriented communication of analysis results Knowledge of CRM systems (e.g. salesforce) and handling of ticket systems are advantageous Very good knowledge of German and good knowledge of English in word and writing

For us as a community, it is important that you not only feel comfortable with us, but also outside work. Because your job is to enrich your life. This is why we offer you the following advantages: 31 days holiday + 2 extra days for Christmas and New Year Hybrid working model Occupational pension 24/7 Employee Assistance Program Operational risk life insurance Volunteer days Jobbike In-house Gym In-house Barista Bring your dog to the office Discounted parking, job or Germany ticket Access to the Corporate Benefits Advantage Portal Our mission Same opportunities for everyone - this is important to us! We are convinced that diversity and inclusion are important elements for our success as a global company. That's why we want to win, promote and bind the best talents for us. We look forward to any application, regardless of origin, gender identity, sexual orientation, disability, ethnicity, world view, age, marital status or other characteristics. .