Quality Management Lead (m/w/d)

Stepstone is a leading online job platform in Germany that helps job seekers find the right job. As one of the largest providers in the job market in Germany, we have already enabled millions of attitudes in a wide range of industries and sectors.

We are proud to be part of the Stepstone Group - with their worldwide expertise for tech job platforms. As part of this global team, we can use the latest technologies, data and industry expertise to further improve our service and adapt our technology to the needs of the job market through continuous innovation.

Become part of our team – as Quality Management Lead (m/w/d) you take a central professional leadership role with direct influence on the satisfaction of our B2B customers. Together with your team, you will ensure that critical customer concerns are professionally processed, causes are systematically analyzed and sustainable improvements are achieved in the customer experience. You combine operational excellence and strategic thinking: Processes and quality standards are constantly developing – with the aim of measurably increasing service quality. In addition, you are actively positioning the issue of complaint management at Stepstone: you are driving awareness, maturity and methodological competence in this area and supporting other teams that professional handling of feedback is a real game changer. 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

That's what you bring: 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

At Stepstone we value that you feel comfortable not only at work, but also outside the office. We therefore offer you attractive advantages: 31 days holiday plus 2 additional days for Christmas and New Year Hybrid working model Occupational pension Employee Assistance Program (24/7 support) Operational risk life insurance Voluntary Social Days Jobbike In-house gym and barista Bring your dog to the office Benefits Parking and Access to the Corporate Benefits Portal Our mission Same opportunities for all – this is our claim! We are convinced that diversity and inclusion are crucial to our success as a global company. Therefore, we promote and appreciate diversity in all their facets and look forward to any application, regardless of origin, gender, sexual orientation, disability, religion, age, marital status or other features. JOBV1_EN