Team Lead Quality Management Service Quality M/F

Created on 25-04-2018

Location Berlin

CLOSED VACANCY Apply now

Description

• Provide leadership to the team, executing team initiatives to scale processes and reduce quality risk items
• Facilitate personnel development conversations, feedback- and performance reviews and deliver mentorship according to promoter's skills and creative strategies for automation
• Align your team to stakeholders and business units to support international organization with new Quality Assurance features and secure voice and non-voice quality
• Navigate your team through changes in objectives and shifting priorities according to companies needs
• Share comprehensive status updates with the organization
• Secure standard conformity with the goal to strengthening customer satisfaction
• Deliver knowledge of FlixBus standards throughout the organization and service providers using the blended learning approach
• Boost FlixBus continuous international expansion by developing scalable processes and actively participate in further automations • 2+ years of Quality Management experience within Customer Service
• 2+ years of experience with leadership tasks, conducting reviews and performance management processes
• Strong skills in critical thinking, decision making and problem solving
• Proven experience being approachable, trustworthy and well respected by teammates and peers
• Strong analytical skills and experiences with dashboards and reports to handle KPI and quality objectives
• Familiar with blended learning approach and e-learning systems
• Graduated from a Business Administration University or similar program, with an international background
• Customer happiness at heart attitude
• Advanced presentation and communication skills
• Fluent in English and speak at least one additional European language