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

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

As part of a leading European B2B platform for on‑the‑road payment solutions, this role focuses on driving the transition towards an efficient and sustainable future of mobility. You will work in an exciting environment within an agile team of approximately 2,700 employees across Europe.

What you can expect

You will take on the following responsibilities:

• You are responsible for designing, implementing, and continuously developing a holistic Quality Assurance framework to ensure excellent and scalable customer service quality for customers across Europe.
• You consistently align service quality with customer journeys and key CX drivers, with the goal of delivering a consistent, best‑in‑class, omnichannel service experience.
• You 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.
• You define, implement, and continuously develop quality KPIs and use them to enable performance‑ and quality‑driven, monetary incentive models for customer service teams.
• You take end‑to‑end ownership of Voice‑of‑the‑Customer measurement (CSAT, NPS) and derive concrete improvement actions based on the results.
• You act as a central interface to product, process, and other stakeholder teams and translate innovations into structured trainings, onboarding sessions, and enablement measures for operational units.
• You take ownership of the customer service SOP and playbook framework, including its management, continuous improvement, and the assurance of a consistent, quality‑driven way of working.
• You 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.
• You take on ad‑hoc tasks as required.

What makes you stand out

• You have at least 3 years of relevant professional experience in Customer Service Quality, QA, CX, Service Operations, or comparable roles.
• You have experience designing, building, and operating Quality Assurance frameworks in Customer Service, ideally in a scaling, international environment (e.g. Tech, FinTech, eCommerce, Shared Services).
• You bring a strong customer journey and CX mindset and think about service quality holistically by optimizing end‑to‑end customer journeys rather than individual interactions.
• You have a high 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).
• You have solid knowledge of common customer service and quality KPIs such as CSAT, NPS, FCR, AHT, Quality Score, or SOP adherence, and use them to derive insights, interpret performance, and steer operational units.
• You have experience coaching, training, and enabling operational customer service teams and leaders, especially in the context of new processes, products, SOPs, and QA standards.
• You bring 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.
• You have experience with performance‑ and quality‑based incentive models for service teams, ideally with a direct link to monetary steering mechanisms.
• You have international experience in pan‑European or global customer service setups and are confident dealing with cultural and country‑specific differences.
• You have experience building QA dashboards, BI analyses, or management reports to support the operational steering of team leads and management.
• You have successfully completed a university degree (e.g. Business Administration, Business Informatics, or a comparable field).
• You are fluent in German and English, both written and spoken; additional European languages (e.g. French, Italian, Spanish, or Dutch) are a strong advantage.

We are looking forward to your application and to applicants who enrich our diverse culture! Regardless of age, gender, origin and sexual identity and orientation. Severely disabled applicants will be given preference if equally qualified.