Senior Quality Assurance Manager – Customer Service (gn) full-time/part-time (hybrid)

Stellenbeschreibung:

Your job at DKV Mobility: As part of a leading European B2B platform for on‑the‑road payment solutions, you will help shape the mobility of tomorrow in a dynamic and agile environment.

Responsibilities

Design, implement and continuously develop a holistic Quality Assurance framework to ensure excellent and scalable customer service quality for customers across Europe.
Align service quality with customer journeys and key CX drivers, aiming at a consistent, best‑in‑class omnichannel service experience.
Select, integrate and leverage modern technical solutions for quality measurement and steering (e.g., voice recording, speech‑to‑text, conversation intelligence, AI‑based sentiment analysis) across all service channels.
Define, implement and continuously develop quality KPIs and use them to enable performance‑ and quality‑driven monetary incentive models for customer service teams.
Take end‑to‑end ownership of Voice‑of‑the‑Customer measurement (CSAT, NPS) and derive concrete improvement actions based on the results.
Act as a central interface to product, process and other stakeholder teams, translating innovations into structured trainings, onboarding sessions and enablement measures for operational units.
Maintain the customer service SOP and playbook framework, managing continuous improvement and ensuring a consistent, quality‑driven way of working.
Identify quality deviations and systematic process violations, derive targeted training and coaching measures, and enable operational team leads and managers to steer their teams based on quality metrics.
Take on ad‑hoc tasks as required.

Qualifications

At least three years of relevant professional experience in Customer Service Quality, QA, CX, Service Operations or comparable roles.
Experience designing, building and operating Quality Assurance frameworks in a scaling, international environment (e.g., Tech, FinTech, eCommerce, Shared Services).
A strong customer journey and CX mindset, optimizing end‑to‑end customer journeys rather than individual interactions.
Affinity for technology in the CX and Customer Service environment and experience with modern QA, analytics and conversation intelligence solutions across multiple channels (email, phone, chat, messaging).
Solid knowledge of common customer service and quality KPIs such as CSAT, NPS, FCR, AHT, Quality Score or SOP adherence and ability to derive insights, interpret performance and steer operational units.
Experience coaching, training and enabling operational customer service teams and leaders in the context of new processes, products, SOPs and QA standards.
Hands‑on experience with AI‑driven QA and CX technologies such as speech‑to‑text, automated quality scoring, topic detection, text and sentiment analytics or generative AI use cases in service.
Experience with performance‑ and quality‑based incentive models for service teams, ideally with a direct link to monetary steering mechanisms.
International experience in pan‑European or global customer service setups and confidence dealing with cultural and country‑specific differences.
Experience building QA dashboards, BI analyses or management reports to support operational steering of team leads and management.
University degree (e.g., Business Administration, Business Informatics or a comparable field).
Fluent in German and English, both written and spoken; additional European languages (French, Italian, Spanish or Dutch) are a strong advantage.