Zalando

Quality Manager (w/m/d) Customer Care Zalando Lounge

Zalando

June 10, 2021

As a Quality Manager in the Service Development & Selfhelp Team, you will hold responsibility for ensuring the Quality and Customer Satisfaction Results of internal and external Customer Care Teams.
WHERE YOUR EXPERTISE IS NEEDED
Responsible for evaluating, steering and improving internal and external quality performance through monitoring and analysis of quality KPIs e.g. CSAT, Quality Scores, Process Adherence, Processing times
Enables data driven decision making, e.g. delivers clear deep dive analysis, interprets data with clear advice on way forward, conduct benchmarking, detect repetitive issues, implement best practices
Identifies quality-related improvement potentials and defines action plans in order to increase customer satisfaction; drives implementation of measures and follows up
Defines methods and concepts for quality assurance processes, e.g. building scorecards or calibrating Customer interactions
WHAT WE'RE LOOKING FOR
2+ years experience in Customer Care Quality Manager role, managing outsourcing of quality services to external partners
Preferably first leadership experience
Very strong analytical skills and innovative way of thinking to develop new quality concepts; strong in stakeholder management and building meaningful working relationship with internal and external partners; strong in building clear rationales to derive decisions
Excellent verbal and written communication in English (other languages will be an asset)
PERKS AT WORK
A workplace run on trust, empowerment and feedback; positive, inspiring working atmosphere
Competitive salary, employee share shop, 40% Zalando shopping discount, discounts from external partners, centrally located offices, public transport discounts, municipality services, great IT equipment, flexible working times, additional holidays and volunteering time off, diverse sports and health offerings
Mentoring and personal development opportunities and an international team of experts
We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.
ABOUT ZALANDO LOUNGE
Zalando Lounge is an online shopping club for fashion and lifestyle products in 14 countries. We offer our members daily, time-limited sale campaigns with discounts of up to 75% off the recommended retail price. Our strength lies in our focus on fashion: from sought-after labels to niche brands - we make sure to meet the fashion taste of all our customers. Working with our brand partners, we pioneer innovative supply-chain and production processes, and offer them an impactful and smart solution, creating a new way to shop for fashion - and a new way to sell it.
Please note that all applications must be completed using the online form - we do not accept applications via e-mail.