We are looking for a Site Quality Manager to support our cross-regional teams.
The ideal candidate must be able to work from our office in Essen.

SKILLS & QUALIFICATIONS:

• Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams in a dynamic environment
• 1 to 3 years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential. Excellent communication skills
• Excellent oral and written English communication skills (English Level C1)
• Strong critical thinking and exceptional problem-solving skills
• Passion for our mission of ensuring a world class support experience for our community

• Implement a clear overall quality strategy with scalable processes/tools/systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define appropriate continuous improvement programs
• Effectively manage and mentor a team responsible for diverse workflows, quality channels, and global stakeholders
• Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis
• Assess and prioritise the top-quality issues affecting the teams in your office across all decision-making channels
• Quantify business cases and drive cross-functional partners to change our systems, processes and policies to achieve better outcomes
• Drive investigation of highly sensitive issues affecting your office, working with teams and leaders to understand what happened and why
• Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as our client’s products and communities change and grow
• Find creative workarounds for quality issues where our client’s tools are the root cause and a technical solution is not imminent.
• Provide details to local teams around the impact of the policy change on the team’s current work and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place
• Deliver just-in-time training to Analysts on new or changing Content Policies as well as “refresher” training on existing Content Policy on an as-needed basis
• Actively re-review decision accuracy audits to ensure consistency and alignment with our client’s community standards and internal policies
• Manage investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect