Global Service Delivery Specialist for Mobility Services (mwdiv.) Safety Related Services

Stellenbeschreibung:

We are seeking a dedicated professional to join our Global Service Delivery Team for Connected Mobility. This role will be active in establishing and maintaining harmonized service delivery and quality assurance standards across our international Mobility locations.

You will provide support for the implementation of new services and ongoing operations in global sites with a primary focus on Safety-Related Services (SRS). A core responsibility will be to facilitate knowledge transfer concerning evolutions in SRS services processes and associated tools.

Your key accountabilities will include:

Process & Quality Management: Define, implement, and monitor processes, Key Performance Indicators (KPIs), quality assurance protocols, and tool development initiatives.
Continuous Improvement:
- Analyze quality data, identify recurring trends, and report findings to drive continuous improvement.
- Develop and implement targeted quality requirements and training programs in collaboration with subject matter experts—including the Global Trainer Manager and the Global Quality Manager.
- Contribute to executive‑level quality performance reports and presentations.
Training & Development:
- Partner with the Global Training Team to continuously refine training materials and process standards, ensuring a unified SRS process.
- Create and maintain comprehensive training and knowledge documentation.
Quality Assurance Standards:
- Collaborate closely with the Global Quality Team to continuously calibrate and enhance internal SRS quality assurance standards.
Reporting & Analytics: Develop and analyze reporting mechanisms, monitor operational data, and proactively initiate corrective or improvement measures as necessary.

Qualifications

Education: University degree or equivalent vocational training preferred.
Work Ethic: Highly independent, structured, and self‑motivated.
Experience:
- Experience in Safety-Related Services (SRS), including Roadside Assistance and Emergency Services.
- Demonstrated passion for Customer Care and Mobility Services.
- Proficient in Microsoft Office Suite and general PC operations.
- Skilled in utilizing reporting tools and monitoring Customer Interaction Center data.
- Ability to travel internationally.
Language: Excellent English communication skills (written and verbal); German language skills are a strong advantage.