Customer Excellence Quality Specialist (M/F/D) - Cologne / Alicante

Stellenbeschreibung:

Are you passionate about turning good customer experiences into great ones?

Do you love spotting patterns, improving processes, and helping people grow through meaningful feedback?

CUSTOMER EXCELLENCE QUALITY SPECIALIST (M/F/D) — COLOGNE / ALICANTE

As a Customer Excellence Quality Specialist (M/F/D) , you’ll play a key role in ensuring that every customer interaction reflects the high standards of service and care we stand for at billiger-mietwagen.de .

Your MISSION? To make sure our service quality doesn’t just stay consistent, it keeps getting better! You’ll help us refine how we work, identify improvement opportunities, and support our teams through data-driven insights and coaching. It’s a hands‑on role where curiosity, precision, and people skills meet.

Key Objectives

Build and maintain a clear and consistent framework for monitoring and evaluating service quality.
Identify performance trends and improvement areas across all contact channels (calls, emails, chats, etc.).
Partner with Team Leaders and Operations to design and roll out training, process, and quality initiatives.
Deliver insights that drive better decisions, happier customers, and stronger results.

What You Will Do

Design, implement, and improve quality guidelines, scorecards, and evaluation processes.
Conduct structured quality assessments across multiple service channels.
Analyse quality results to uncover trends, root causes, and opportunities for improvement.
Provide clear, actionable feedback to individuals and teams, focused on quality improvement and skill development.
Collaborate with other teams to refine service standards and bridge recurring quality gaps.
Document and report on quality trends, including actionable recommendations.
Participate in calibration sessions to ensure fairness and consistency in assessments.
Ensure compliance with internal policies and data protection standards.
Contribute to shaping our long‑term customer excellence strategy with your insights and ideas.

Our KPIs

Quality score consistency and improvement.
Completion quality audits per month.
Reduction in customer complaints or recontacts.
Improvement in Customer Satisfaction (CSAT) and/or Net Promoter Score (NPS).
Timeliness and accuracy of quality reporting.
Implementation rate of identified improvement actions.

Who You'll Work With

Reports to: Head of Customer Excellence
Collaborates with: Team Leaders, Customer Excellence Team, Product & Engineering, Human Resources.

What You Bring

Bachelor’s degree in Business, Communication, or similar — or equivalent hands‑on experience.
2–3 years of experience as a Quality Specialist in Customer Service (ideally e‑commerce, marketplace, or price‑comparison).
Solid understanding of QA frameworks, customer satisfaction metrics, and contact center operations.
Strong analytical and communication skills: you know how to give feedback that inspires change.
Familiarity with reporting tools (e.g., Zendesk QA, Klaus, MaestroQA, Excel, Power BI).
Fluent in German & English (mandatory). Spanish or French? That’s a great plus!
You’re based in the Cologne (Germany) or Alicante (Spain) areas, and enjoy spending a couple of days a week on‑site.
A sharp eye for detail, fairness, and a natural drive for improvement.

Your Mindset

Analytical thinking & problem‑solving.
Coaching & feedback delivery.
Cross‑functional collaboration.
Continuous improvement mindset.
Customer focus.
Communication & presentation skills.
Adaptability & initiative.

Our Culture at FLOYT

We want to make every day count. This position can be the fast track to your career. Exciting projects and opportunities to grow each day are waiting for you.
We are brave and stay curious. You like to dig into new topics, crunch the numbers, decide quickly, learn fast and see setbacks as an opportunity to grow? Perfect, so we are!
We believe in acting as owners. We will provide the space and trust to make your own contributions to shape the mobility of tomorrow.

We dare to care:

For our customers , we aim to create the best car rental experience tailored to their needs.
For your private life , by offering flexible working hours, hybrid working schemes, specific benefits based on your location, office exchanges and two amazing office locations in Cologne and Alicante.