Quality Manager for Sales account

Stellenbeschreibung:

Start: asap

Your tasks:

Supervise quality work groups of clients with multiple programs or lines of business, which can be across multiple sites/geos, including work assignment and attendance monitoring; provide input into selecting, training, developing, and completing performance appraisal of workgroup(s) following the organization's policies and applicable legal requirements
Maintain accurate metrics of direct reports' performance as well as overall team-level performance
Evaluate levels of process and staff effectiveness, and work with Business stakeholders to create and collaborate on the execution of improvement action plans
Develop strong working relationships with key business stakeholders, internal and external
Oversee audits of key support processes within each account and recommend changes

Bachelor's or Master's Degree in a related field
Minimum of 3 years of experience in quality management, preferably within the Sales area of a BPO business
Mandatory ability to work on-site in Berlin, no Home Office or Hybrid work possible
Advanced knowledge of quality assurance tools and techniques
Proficiency in using quality management software and tools
Strong analytical skills and experience with data-driven decision-making
Advanced Microsoft Office skills
Excellent communication in English, verbal and written (C1), and excellent interpersonal skills
Proven experience in leading quality assurance teams and implementing quality improvement methodologies
Experience in managing cross-functional teams and projects
Ability to handle complex situations and make decisions with a high degree of judgment
Demonstrated ability to manage change and drive process improvements in a dynamic environment
Demonstrated experience managing Sales projects
Excellent attention to detail
Demonstrated ability to take initiative and ownership with a focus on continuous improvement
Demonstrated business acumen
Six Sigma Certification