Job Title:

Quality Manager (f/m/d) for Sales account

Job Description

The Quality Manager is responsible for managing Sales Transaction Monitoring for clients with multiple programs or lines of businesses, which can be across multiple sites/geos. This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis, and overall performance of Sales and Quality staff members, as well as the skill level and development of the employees in their teams.Your tasks:

Supervise quality work groups of clients with multiple programs or lines of business, which can be across multiple sites/geos, including work assignment and attendance monitoring; provide input into selecting, training, developing, and completing performance appraisal of workgroup(s) following the organization’s policies and applicable legal requirements

Maintain accurate metrics of direct reports' performance as well as overall team-level performance

Evaluate levels of process and staff effectiveness, and work with Business stakeholders to create and collaborate on the execution of improvement action plans

Develop strong working relationships with key business stakeholders, internal and external

Oversee audits of key support processes within each account and recommend changes

Your profile:

Bachelor's or Master's Degree in a related field

Minimum of 3 years of experience in quality management, preferably within the Sales area of a BPO business

Mandatory ability to work on-site in Berlin, no Home Office or Hybrid work possible

Advanced knowledge of quality assurance tools and techniques

Proficiency in using quality management software and tools

Strong analytical skills and experience with data-driven decision-making

Advanced Microsoft Office skills

Excellent communication in English, verbal and written (C1), and excellent interpersonal skills

Proven experience in leading quality assurance teams and implementing quality improvement methodologies

Experience in managing cross-functional teams and projects

Ability to handle complex situations and make decisions with a high degree of judgment

Demonstrated ability to manage change and drive process improvements in a dynamic environment

Demonstrated experience managing Sales projects

Excellent attention to detail

Demonstrated ability to take initiative and ownership with a focus on continuous improvement

Demonstrated business acumen

For internal applicants:

At least three years of Progressive Management experience mandatory (TL and above), ideally with a minimum of two years of experience in the management of Sales teams, or meeting criteria for external candidates

Solid understanding of the organization's business operations and industry

Demonstrated ability to mentor, coach, and provide direction to a team of employees

Demonstrated ability to lead a team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment

Excellent communication in English, verbal and written (C1), and excellent interpersonal skills

Mandatory ability to work on-site in Berlin, no Home Office or Hybrid work possible

Your benefits:

A job with the opportunity to take on responsibility and show a high level of creativity in an international environment

The diversity and stability of working for a global leader

A permanent position

Access to our internal training and career opportunities

Access to our stock purchase program

A company pension plan

Online shopping discounts

Sponsored membership of the Urban Sports Club

Access to our Employee Assist Program, which offers you confidential support from professionals, anywhere, anytime, even for your loved ones

Get involved in your favorite topic in our Game Changer Resource Groups: Network of Women, Black Professionals Network, PRIDE (LGBTQ+), Ability (people with disabilities), Dynamic (people with neurodiversity), Women in Tech, #OneEarthConcentrix, and many more

Advice for internal candidates:

*** If the requirements match your profile, please apply directly in Workday with your letter of motivation AND either upload your current CV OR update your career profile in Workday (both should reflect your current position at CNX). If these formal requirements are not fulfilled, you will not be considered for this vacancy. ***

#CNXEMEA 
#EMEACNX

Location:

DEU Berlin - 10 East Building

Language Requirements:

English (Required)

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents