ADAC e.V. | Germany | 86xxx Penzing | Permanent position | Full time / Home office | Published since: 03.06.2026 on stepstone.de
Head of Quality and Complaint Management (m/f/d)
Always moving and there to help: These are us, this is the ADAC. As we support our members, we also support and support our employees. Yellow is our color, but we are also colorful and diverse. What unites us: We are professionals and know how we can help people as best as possible.
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Your tasks • Your profile • What we offer
You take over the disciplinary and professional leadership and further development of employees in first and second level support as well as in the field of quality and ensure the process responsibility of employees. You design and implement a process and member-oriented quality management across vehicle-related assistance in the home and keynote services and develop it further. You define, control and establish regular, holistic reporting based on meaningful quality indicators and criteria. You continuously optimize the processes in complaint and quality management, determine quality indicators and criteria, check them regularly for your effectiveness and derive recommendations for action within a CVP. You act as a central interface to internal and external business units, departments and areas and promote close, constructive cooperation. Ensuring a high-quality processing of member feedback is one of your tasks as well as comprehensive legal support for complex damages.
You have completed their studies, ideally in economics or legal sciences, or comparable qualifications, and have successfully become a leading role in services and services. Establishing insurance environment. You bring 3–5 years of leadership experience and understand how to guide employees, promote them in a targeted manner and align your team with common goals. Thanks to your multi-year experience in complaint management, you also act safely, solution-oriented and customer-focused in challenging situations. Personally, you are characterized by a pronounced service orientation, rapid understanding as well as an independent and independent way of working. You convince us by their safe and sovereign appearance, pronounced presentation capability and structured and conceptual thinking. You are redirected with MS Office (Outlook, Word, Excel, Teams) as well as CRM systems and communicate professionally in word and writing thanks to your very good German knowledge.
Attractive remuneration Hybrid work Flexible working time Occupational pensions & asset-effective benefits ABO JOB and Germany Ticket
Location
 | ADAC e.V. | |
| Otto-Lilienthal-Straße 2, 86929 Penzing | ||
| Germany |
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