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Quality Management Lead

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StepStone

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Standort:
Germany , Düsseldorf

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Kategorie:
Qualitätskontrolle

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Jobbeschreibung:

Werde Teil unseres Teams und übernimm als Quality Management Lead (m/w/d) eine fachliche Führungsrolle mit hoher Relevanz für die Zufriedenheit unserer B2B-KundInnen. Gemeinsam mit Deinem Team arbeitest Du daran, kritische Anliegen professionell zu lösen, Ursachen systematisch zu analysieren und nachhaltige Verbesserungen im Kundenerlebnis zu erreichen. Du kombinierst operative Stärke mit strategischem Blick und entwickelst Prozesse sowie Qualitätsstandards kontinuierlich weiter. Darüber hinaus positionierst Du das Thema Beschwerdemanagement aktiv im Unternehmen und unterstützt andere Teams, den Umgang mit Beschwerden zu professionalisieren.

Verantwortlichkeiten:

  • Fachliche Leitung eines spezialisierten Teams im B2B-Beschwerdemanagement sowie Coaching und Entwicklung der Teammitglieder
  • Eigenständige Bearbeitung komplexer Kundenanliegen
  • Analyse von Beschwerdeursachen, Identifikation von Trends und Ableitung strategischer Verbesserungsmaßnahmen
  • Konzeption und Durchführung interner Schulungen für Customer Service Teams zum professionellen Beschwerdehandling
  • Verantwortung für die Qualitätssicherung und Weiterentwicklung von Standards im operativen Tagesgeschäft
  • Erstellung von Reportings, Präsentation von Insights und enge Zusammenarbeit mit Stakeholdern in Vertrieb, Customer Service und Produkt

Anforderungen:

  • Abgeschlossene kaufmännische Ausbildung oder Studium – idealerweise mit Fokus auf Kommunikation, Wirtschaft oder Service
  • Mindestens 3 Jahre Berufserfahrung im Kundenservice oder Beschwerdemanagement – idealerweise mit fachlicher Leitungsverantwortung
  • Hohe Problemlösungskompetenz, ausgeprägtes Qualitätsbewusstsein und Leidenschaft für nachhaltige Prozessoptimierung
  • Erfahrung in der Erstellung von Reportings sowie in der adressatengerechten Kommunikation von Analyseergebnissen
  • Kenntnisse in CRM-Systemen (z. B. Salesforce) und im Umgang mit Ticketsystemen sind von Vorteil
  • Sehr gute Deutschkenntnisse sowie gute Englischkenntnisse in Wort und Schrift
Was wir biete:
  • 31 Tage Urlaub + 2 extra Tage für Weihnachten und Neujahr
  • Hybrides Arbeitsmodell
  • Betriebliche Altersvorsorge
  • 24/7 Employee Assistance Program
  • Betriebliche Risikolebensversicherung
  • Volunteer days
  • Jobbike
  • In-house Gym
  • In-house Barista
  • Bring your dog to the office
  • Vergünstigtes Parken, Job- oder Deutschland-Ticket
  • Zugang zum Corporate Benefits Vorteilsportal

Zusätzliche Informationen:

Job veröffentlicht:
02. Januar 2026

Beschäftigungsart:
Vollzeit
Arbeitsart:
Hybride Arbeit
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