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Senior Quality Manager, Customer Service

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Adevinta

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Location:
Germany , Berlin

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

You are part of the Customer Service Team at Kleinanzeigen, which is responsible for providing support to our private and business users through a portfolio of trusted outsourced service partners. In your role as Quality Manager, you define, maintain, and continuously improve quality processes to ensure a safe, reliable, and high-quality customer experience for our users and vendors, while holding true to our customer promises.

Job Responsibility:

  • Own, manage, and continuously improve the quality of Customer Service activities delivered by external partners, ensuring consistent service standards and outcomes
  • Partner closely with outsourced teams to analyse performance trends, define quality metrics and KPIs, run calibration processes, and provide actionable feedback to improve service delivery
  • Generate, analyse, and present quality reports, insights, and improvement areas to internal stakeholders, using data- and AI-supported quality monitoring and reporting tools
  • Maintain and evolve quality monitoring frameworks, including scorecards, forms, benchmarking, and visualised processes aligned with business objectives
  • Collaborate closely with other Customer Service, training and operations teams to align on processes, design targeted coaching, training, and continuous improvement initiatives that enhance the overall customer experience
  • Act as a guide and mentor to the Quality Specialists in the team, fostering consistency, knowledge sharing, and a strong quality mindset across partners and stakeholders

Requirements:

  • 3+ years of experience in a Quality Management role, ideally within Customer Service, Contact Centres, or outsourced service environments
  • Strong analytical and reporting skills and are confident working with Excel or Google Sheets, QA tools, and data- or AI-supported quality solutions
  • Communicate clearly and diplomatically, even in sensitive situations, and manage stakeholders effectively across cross-functional teams
  • A team player and independent contributor with a hands-on mindset and high attention to detail
  • Resilient in fast-changing environments and know how to deal constructively with resistance to change
  • Fluent in German and English, both written and spoken
What we offer:
  • An attractive Base Salary
  • Participation in our Short Term Incentive plan (annual bonus)
  • Work From Anywhere: Enjoy up to 20 days a year of working from anywhere
  • A 24/7 Employee Assistance Program for you and your family

Additional Information:

Job Posted:
March 04, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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