Team Lead Quality Management

Vor 3 Tagen

Berlin, Deutschland Zalando Vollzeit

**THE ROLE & THE TEAM**: You are responsible for the overall leadership and strategic direction of the Zalando Customer Care Quality teams. You will lead a team of >10 Quality Managers assuring the quality of our customer contacts by defining the underlying Customer Care quality strategy, and monitor its implementation within internal and external service teams. You will own the Customer Satisfaction Surveys (CSAT) and advocate for our customer by funnelling the insights gained to the Business owners (markets and proposition). **INCLUSIVE BY DESIGN**: **WE'D LOVE TO MEET YOU IF**: - Ownership and management of Customer Satisfaction Surveys (CSAT) and using the insights gained to advocate for customers. - Building scalable quality management approach with innovative new ideas in a high velocity, high scale environment - Responsible for Quality Management framework definition and management of quality assurance measures - Benchmarking of quality results as basis for action plans to close gaps in performance - Designing and implementing meaningful rewards & discounts models in line with overarching commercial agreements on operational service provision **WHAT WE'D LOVE YOU TO DO (AND LOVE DOING)**: - 5-7 years in in a Quality management role, in Customer Care or similar Service Environments, from which 3+ years in a Senior leadership position - Strong strategic thinking with the ability to balance business and customer needs with a deep understanding of the interdependencies and trade-offs impacting the relevant areas. - Strong analytical skills and the capability to design and own complex KPIs - Experience analysing and using customer satisfaction survey data to improve the customer experience - Experience with designing and implementing quality management frameworks and identifying defects in customer service processes **OUR OFFER**: Zalando provides a range of benefits, here's an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer. - Employee shares program - 40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners - 2 paid volunteering days a year - Hybrid working model with 60% (or more) remote per week, actual practice is up to each team to best support their collaboration - Work from abroad for up to 30 working days a year - 27 days of vacation a year to start - Family services, including counseling and support - Health and wellbeing options (including Gympass) - Mental health support and coaching available

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