Quality Manager (m/f/d)

at  Metro Markets GmbH

WE CREATE THE FUTURE OF B2B COMMERCE BY GIVING BUSINESS RELATIONSHIPS A PLATFORM. OUR MARKETPLACE ENABLES MILLIONS OF BUSINESS OWNERS ALL OVER THE WORLD TO FOCUS ON WHAT THEY DO BEST – DELIGHT OTHERS.

We are currently looking for a Quality Manager within the Customer Service department in our Düsseldorf offices.
As the heartbeat of our customer service operations, this role plays a crucial part in ensuring a seamless customer experience. As a Quality Manager, you will take ownership of quality KPIs, collaborate with external partners, and implement improvement measures to enhance service excellence.

ABOUT US

We create the future of B2B commerce by giving business relationships a platform. Our marketplace enables millions of business owners all over the world to focus on what they do best – delight others

• Take ownership and control of key quality KPIs by conducting case analysis and evaluations of call recordings and all written communication.
• Monitor daily, weekly, and monthly performance metrics to ensure transparency and alignment with contractual agreements.
• Serve as the first point of contact for all quality-related matters with external service providers.
• Serve as the first point of contact for all quality- related matters with internal stakeholders.
• Conduct quality audits, including case reviews, voice recordings, and side-by-side monitoring.
• Create and share quality performance reports (weekly, monthly) with key stakeholders.
• Initiate and monitor improvement measures to address identified gaps and enhance performance.
• Align with external contact center partners to ensure process compliance and quality improvements.
• Align with our training manager to improve areas of focus.
• Align with process managers to improve efficiency of our frontline agents.
• Maintaining the quality related areas of our IVR tool (Speech analysis, score cards, Call and screen recordings)
• Monitoring and analysing error rates for specific processes, ensuring a systematic approach to identifying root causes.
• Developing and implementing strategies to improve CSAT scores, focusing on delivering exceptional customer service.
• Maintaining the quality related areas of our IVR tool (Speech analysis, score cards, Call and screen recordings)
• Monitoring and analysing error rates for specific processes, ensuring a systematic approach to identifying root causes.
• Developing and implementing strategies to improve CSAT scores, focusing on delivering exceptional customer service.