Quality Lead Customer Service

vor 2 Wochen

Berlin, Deutschland Porsche Digital CRH Vollzeit

Together with you, we want to create a first-class customer experience in the Customer Relations Hub. You think of a call center - but much better You are an essential part of Porsche's customer success, so you might as well call yourself a Porsche ambassador. Do you "speak" Porsche? Because we are looking for a passionate Quality Lead who seek to revolutionize customer service of Porsche. You can find more information about the Porsche Customer Relations Hub here **WHAT YOU WILL DO** - Coordination and decision of Quality Topics between all hubs as well as between Customer Relations Hubs (CRH) and Porsche AG (PAG) - Professional leadership of QAs (incl. ensuring 1:1 communication with QAs, identification of improvement topics, ensuring operational QA tasks/ calibrations are done) - Definition and monitoring of communication and Quality Processes - Definition CRH Quality Strategy & Concept in alignment with PAG - Innovation & Technology: Define objectives, identify & implement improvement topics and technology driven efficiencies - Ensuring a constant information exchange & alignment between Training & Quality Lead - Ensuring Quality reporting standards incl. KPI measuring and definition of improvement measurement - Support in operational quality topics (e.g. evaluations of customer experts) **WHO YOU ARE** - Well-structured, analytical and accurate analyst with several years of experience in international Quality Role, ideally in the automotive sector - Excellent communication skills, both verbal and written, are a must - Proficient in English (German as a plus) - Experience in Customer facing industries (e.g. retail, hotel...) in luxury would be a plus - Worked in “six sigma” environment (first belt should be known & achieved) - Experience in conceptional (strategy) work - Personality: global mindset, team player, communicative, open, and empathetic, but also assertive - Willingness to come to the office 4 days a week **OUR BENEFITS** - Competitive pay (Christmas bonus, vacation pay and bonus payment) - 30paid vacation - Referral bonuses for recruiting new talent - Access to our company social benefits - Company pension scheme - Possibility of mobility leasing (e.g. job bike, VW leasing) - Subsidy for your BVG ticket - Modern working environment - Dog-friendly office - Regular surveys to measure your satisfaction at Porsche Digital - Personal development budget - New office at Adlershof S-Bahn station **WHAT COMES NEXT

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