Customer Service Quality Manager (F/M/X)

Team

Raisin’s CS Quality team focuses on three core pillars: firstly, they ensure compliance by conducting audit-related checks for our servicing banks, while meticulously documenting quality control processes.

Secondly, their responsibility involves root cause analysis, entailing thorough error reporting, examining customer pain points, and addressing internal issues to enhance overall Service Quality.

Lastly, the team is dedicated to maintaining quality KPIs by consistently monitoring Service Quality, calibrating standards, and leveraging data analysis to drive continuous improvement initiatives

Your Responsibilities

• Strategy: you develop ideas that help the team set up long-lasting and efficient quality assurance strategies and processes aligned with the overall Customer Service department goals and objectives;
• Monitoring: you monitor Customer Service performance on the agent and team level;
• Evaluation: you conduct quality evaluations of Customer Service interactions based on internal standards, coaching colleagues for improvement;
• Feedback: you accompany evaluations with meaningful and constructive feedback, which you discuss with agents on a regular basis;
• Calibration: you participate in calibration sessions to maintain consistency in internal evaluations;
• Data analysis: you collect, analyze and interpret data related to Customer Service metrics (i.e. CSAT, NPS, AHT) and utilize data-driven insights to identify trends, patterns and areas for improvement within Customer Service;
• Reporting: you generate and maintain comprehensive, regular reports on the quality assurance performance of the project and communicate findings to relevant stakeholders;
• Initiative: you derive concrete recommendations for action (i.e. mapping the need for training or process improvement) that help us sustainably increase our Service Quality;
• Continuity: you ensure the implementation of and adherence to quality improvement actions and track their success, initiating corrective actions where necessary;
• Onboarding: you assist in training and onboarding of new team members, providing support to enhance their skills and knowledge within the team;
• Collaboration: you liaise with other departments to address quality-related issues, share insights, and contribute to process improvements;
• Partnership: you support and mentor contact center agents, as well as coordinate training, procedural and quality efforts;
• Culture: you lead by example in promoting a strong quality-oriented culture within the Customer Service department, promoting a commitment to delivering exceptional service at all touchpoints;
• Development: you develop programs to educate colleagues on quality standards, best practices and compliance requirements.

Your Profile

• University degree or comparable higher education level.
• 2+ years of relevant work experience in a customer contact center/Customer Service.
• Very good knowledge of German and English required.
• Fluency in MS Office (Word/Excel/Outlook/PowerPoint) and G-Suite applications required (Google: Drive, Docs, Sheets, etc.).
• Experience with Confluence and/or Zendesk is an advantage.
• Proven track record of analytical skills.
• Excellent communication skills (oral and written) and ability to communicate feedback.
• Experience in building quality management processes from scratch.
• Perception of basic business metrics and how support impacts them.
• Good organizational and stakeholder management skills.
• Independent, proactive, and detail-oriented.
• Able to adapt to the dynamics of a fast-paced working environment.
• Curious and keen to learn.

Join our mission, join our team - and grow with us!

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which, connects more than 40 different nationalities.

You'll find us in our modern and open office in the trendy Kreuzberg district with a view of the Spree River, ideally connected to public transportation and surrounded by a variety of restaurants and shopping opportunities.

As part of our team, you will benefit from:

• Personal training budget of 1,700 € and four full training days per year.
• Access to Babbel for continuous language learning.
• Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office.
• Flexible working hours, home office and 28 vacation days.
• Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month.
• A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
• Do you miss being in the office? The Deutschland Ticket gets you there, which we subsidize with €25 per month.
• You are moving from another country or city to join us? We will support your relocation.