Customer Experience Specialist: Quality Manager Customer Communication (m/w/d)*

The ALH Group is one of the major insurance and financial services companies in Germany. Around 3,000 employees form the foundation for our success and provide first-class service, individual advice and the long-term satisfaction of our customers. As an internal competence partner in CX management, we support the departments to ensure, measure and continuously develop the service and communication quality. We rely on proven methods of quality management and modern analysis tools to create transparency, to make improvement potential visible and to increase service quality sustainably. Do you want to rethink insurance and drive forward exciting projects together – with plenty of space for personal development and without boredom? From now on our team will strengthen customer travel & quality management at the Stuttgart site or in Oberursel near Frankfurt am Main.

Construction, development and control of a holistic QM system with focus on communication quality in written and telephone customer contacts Development and implementation of key figures, measurement concepts and dashboards to ensure service quality Quality analyses, audits and reviews for identifying optimization potentials in customer communication Definition of standards, guidelines and guidelines for consistent and customer-oriented communication Close cooperation with specialist areas in implementing measures to improve telephone and written communication Conception, moderation and accompanying workshops on QM methods and communication standards Ensure continuous quality improvement through monitoring, feedback and best practices

Completed studies in BWL, economic engineering, communication sciences, insurance or a comparable degree programme Multiannual professional experience in quality management – ideally focusing on service or communication quality in service industries Intensified know-how and additional qualifications/training in quality management (e.g. DGQ/TÜV certificates, Six Sigma etc.) Knowledge of common QM methods and tools and secure handling of data, KPIs and reporting tools Experience in the analysis and evaluation of communication quality (written/telephone) and in the derivation of practical recommendations for action for the departments Quick conception combined with high learning readiness and consulting skills Ability to think consistently from customer perspective, as well as empathy and team spirit readiness and communication talent in German (at least on C1 level)

Attractive remuneration: Fourteen monthly salaries from the 2nd year of service Flexible working time: 38-hour week with sliding time and hybrid working More leisure time: 30 holidays – additionally free on 24.12. and 31.12. Healthy & mobile: Wellhub, JobRad, Jobticket grant and occupational health insurance Financial Extras: operating pension, asset-effective services, corporate benefits, house rates on our products etc. Continuing: Individual continuing and continuing training Perfect entry: Structured integration as well as independent and varied activities JOBV1_EN