BPO Quality Management Specialist (m/f/d)

J&T Express Germany GmbH; Nieder-Olm; On-site; EUR 42,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

Bonus programs

International logistics environment

Job summary

J&T Express Germany GmbH is seeking a detail-oriented BPO Quality Management Specialist (m/f/d) to monitor outsourced customer service quality in Germany. You will ensure German language quality, compliance with guidelines and drive continuous improvement across phone, live chat and email channels.

Working with internal teams and external BPO partners, you will review interactions, identify quality issues and support training and corrective actions to raise service standards and customer

Qualifications

• Fluent German at C1 level or above is mandatory.
• Experience in customer service quality assurance, customer service management, BPO management or a similar role.
• Good understanding of customer service operations across phone, live chat and email channels.
• Strong analytical skills and the ability to identify issues and recommend practical solutions.
• Excellent communication and coordination skills when working with internal teams and external partners.
• Structured, detail-oriented and independent working style.
• Strong sense of responsibility and ability to follow up on quality issues effectively.
• Good English skills are required.
• Experience in German customer service operations, logistics or parcel delivery is an advantage.
• Good knowledge of MS Office, especially Excel, is an advantage.

Responsibilities

• Monitor and evaluate the quality of outsourced customer service operations across phone, live chat and email channels
• Review customer interactions to ensure high standards of German language quality, response accuracy and service professionalism
• Ensure customer service representatives follow internal procedures, quality guidelines and compliance requirements
• Identify quality issues, analyze performance trends and prepare regular quality assessment reports
• Coordinate with external BPO partners to implement corrective actions and targeted training measures
• Conduct quality assessments and support penalty management based on agreed performance standards
• Follow up on identified issues and ensure timely resolution and continuous improvement
• Support the development and optimization of quality monitoring standards, processes and evaluation criteria
• Collaborate with internal teams and external service providers to improve the overall customer experience in Germany

Skills

German language (C1+)

CS quality assurance

Multi-channel support

Analytics

Communication

Attention to detail

English proficiency

German logistics CS experience

Tools

MS Office

Excel

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. To strengthen our customer service quality management in Germany, we are looking for a detail-oriented and proactive BPO Quality Management Specialist (m/f/d) to monitor service quality, ensure compliance with company standards and drive continuous improvement across our outsourced customer service operations.

Your Responsibilities

• Monitor and evaluate the quality of outsourced customer service operations across phone, live chat and email channels
• Review customer interactions to ensure high standards of German language quality, response accuracy and service professionalism
• Ensure customer service representatives follow internal procedures, quality guidelines and compliance requirements
• Identify quality issues, analyze performance trends and prepare regular quality assessment reports
• Coordinate with external BPO partners to implement corrective actions and targeted training measures
• Conduct quality assessments and support penalty management based on agreed performance standards
• Follow up on identified issues and ensure timely resolution and continuous improvement
• Support the development and optimization of quality monitoring standards, processes and evaluation criteria
• Collaborate with internal teams and external service providers to improve the overall customer experience in Germany

Your Profile

• Fluent German at C1 level or above is mandatory
• Experience in customer service quality assurance, customer service management, BPO management or a similar role
• Good understanding of customer service operations across phone, live chat and email channels
• Strong analytical skills and the ability to identify issues and recommend practical solutions
• Excellent communication and coordination skills when working with internal teams and external partners
• Structured, detail-oriented and independent working style
• Strong sense of responsibility and ability to follow up on quality issues effectively
• Good English skills are required
• Experience in German customer service operations, logistics or parcel delivery is an advantage
• Good knowledge of MS Office, especially Excel, is an advantage

What We Offer

• A responsible role in a fast-growing international logistics company
• A dynamic and multicultural working environment
• Short decision-making processes and a high level of ownership
• The opportunity to actively improve customer service quality and operational processes
• Professional development and career growth opportunities
• Competitive compensation, bonus programs and additional benefits

Ready to Grow With Us?

If you have experience in customer service quality management, a strong eye for detail and enjoy improving processes and service standards, we would be happy to hear from you.