BPO Quality Management Specialist (m/f/d)

J&T Express Germany GmbH; Nieder-Olm; On-site; EUR 50,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

Bonus opportunities

Professional development

International team

Job summary

J&T Express Germany GmbH is seeking a detail-oriented BPO Quality Management Specialist to ensure outstanding service standards across our customer service partners in Germany. You will monitor quality across phone, chat and email, analyze trends and drive improvements with internal teams and external partners.

Fluency in German (C1) and strong English are essential. Experience in quality assurance and KPI reporting, plus proficiency in MS Office, especially Excel, will help you shape robust

Qualifications

• Fluent German (C1 or above) is mandatory.
• Good English communication skills are required.
• Experience in customer service quality assurance, BPO management or customer service operations.
• Strong understanding of customer service processes and quality standards.
• Analytical mindset with experience in KPI monitoring, reporting and performance evaluation.
• Excellent communication, coordination and problem-solving skills.
• Structured, detail-oriented and independent working style.
• Experience in logistics, e-commerce or parcel delivery is an advantage.
• Good knowledge of MS Office, especially Excel, is preferred.

Responsibilities

• Monitor and evaluate customer service quality across phone, live chat and email channels.
• Ensure high standards of communication, accuracy and professionalism in German customer interactions.
• Monitor BPO partner performance, service quality KPIs and compliance with internal standards.
• Identify performance gaps, analyze quality trends and prepare actionable reports.
• Coordinate with external BPO partners to implement corrective actions and targeted improvements.
• Conduct quality assessments and support performance evaluations and penalty management.
• Develop and optimize quality monitoring processes, guidelines and evaluation criteria.
• Collaborate with internal teams and external partners to continuously improve customer satisfaction and service quality.

Skills

German language proficiency

English communication

Quality assurance experience

BPO management

KPI monitoring & reporting

Analytical thinking

Problem-solving

MS Excel

Tools

MS Office

Job description

J&T Express is one of the fastest-growing international logistics companies, operating across Asia, the Middle East, Europe, and Latin America. As we continue our rapid expansion in Germany, we are strengthening our operations and creating exciting opportunities for people who want to make an impact from day one.

Join J&T Express at an exciting stage of our growth journey. We are looking for a detail-oriented and proactive BPO Quality Management Specialist to ensure high service standards, strengthen the performance of our outsourced customer service partners and drive continuous improvement across our customer service operations in Germany.

Your Responsibilities

• Monitor and evaluate customer service quality across phone, live chat and email channels
• Ensure high standards of communication, accuracy and professionalism in German customer interactions
• Monitor BPO partner performance, service quality KPIs and compliance with internal standards
• Identify performance gaps, analyze quality trends and prepare actionable reports
• Coordinate with external BPO partners to implement corrective actions and targeted improvements
• Conduct quality assessments and support performance evaluations and penalty management
• Develop and optimize quality monitoring processes, guidelines and evaluation criteria
• Collaborate with internal teams and external partners to continuously improve customer satisfaction and service quality

Your Profile

• Fluent German (C1 or above) is mandatory
• Good English communication skills are required
• Experience in customer service quality assurance, BPO management or customer service operations
• Strong understanding of customer service processes and quality standards
• Analytical mindset with experience in KPI monitoring, reporting and performance evaluation
• Excellent communication, coordination and problem-solving skills
• Structured, detail-oriented and independent working style
• Experience in logistics, e-commerce or parcel delivery is an advantage
• Good knowledge of MS Office, especially Excel, is preferred

What We Offer

• A key role in shaping customer service quality within a fast-growing international company
• A dynamic, multicultural working environment with an international team
• High ownership, short decision-making processes and room for your ideas
• Opportunities for professional development and career growth
• Competitive compensation, bonus opportunities and additional benefits

Ready to Grow With Us?

Passionate about service quality and continuous improvement? Join J&T Express and help us take our customer service standards to the next level!