Customer Quality Assurance & Projects (m/f/d) - Jobbird.com

Jobster; Koblenz; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Mobile work

On-site offices

In-house academy & external partner成长

Health & gym facilities

Daycare on campus

Job summary

CGM is seeking a dedicated professional to join its international Support & Service organization, driving cross-functional improvement projects and shaping customer-first initiatives in a data-driven environment. You will design scalable processes, govern knowledge content, and collaborate across Onboarding, Support, and Customer Success to enhance product adoption and service quality.

The role emphasizes governance, analytics, and AI-enabled solutions to continuously improve the customer

Qualifications

• 3–5 years of project management, process optimization or knowledge management experience in IT services or software.
• Proven ability to manage end-to-end projects and implement sustainable changes in cross-functional, international environments.
• Experience with knowledge management systems or content platforms.
• Experience establishing governance standards and driving adoption.
• Strong data analysis skills and ability to turn KPIs into insights.
• Interest in AI-powered support tools and digital solutions for service quality.

Responsibilities

• Drive cross-functional improvement projects from data analysis to international rollout.
• Design and optimize scalable, segment-specific processes for customer experience and efficiency.
• Improve collaboration between Onboarding, Support, and Customer Success to ensure a seamless journey.
• Own development and improvement of knowledge management systems and adoption.
• Establish governance for knowledge content to ensure quality and scalability.
• Define and monitor KPIs, measure impact, and drive actions to achieve results.
• Identify process deviations and trigger corrective actions to embed standards.
• Develop initiatives that strengthen customer-centric culture across functions and countries.

Skills

Project management

Process optimization

Knowledge management

Quality standards

Data analytics

AI enablement

German language

English language

Education

Degree in Business Administration/Information Management/Computer Science

Job description

As a leading provider of software solutions for healthcare, we operate in 19 countries and employ nearly 9,000 dedicated professionals. You will work in a dynamic and innovative environment, filled with exciting opportunities. With your commitment and passion, you’ll have the chance to make a lasting impact.

CGM Leverages AI:

We are looking for people who are inspired by the power of AI in eHealth, eager to shape transformation, and curious at heart—ready to see how technology can make healthcare smarter, easier, and better.

Together, we are shaping the future of healthcare. Become part of our mission and make a difference - for a world where knowledge saves lives!

In this role within our international Support & Service organization, you will drive initiatives that bring our Customer First culture to life and continuously improve the customer experience, operational quality, and efficiency of our service operations.

Working at the intersection of Support, Customer Success, and other cross‑functional teams, you will lead strategic projects, optimize customer‑facing processes, and establish scalable standards and best practices across our international organization. You will use data and clearly defined KPIs to identify improvement opportunities, measure impact, and ensure that sustainable improvements are embedded in our daily operations.

Your contribution:

• Project Management & Operational Excellence: Drive cross‑functional improvement projects end to end - from data analysis and opportunity identification to solution design, pilot implementation, and international rollout of proven best practices.
• Customer‑Centric Process Design: Design and optimize scalable, segment‑specific processes that balance an excellent customer experience with operational efficiency.
• Cross‑Functional Collaboration: Improve collaboration and handovers between Onboarding, Support, and Customer Success to ensure a seamless customer journey and successful product adoption.
• Knowledge Management & Enablement: Own the development and continuous improvement of our knowledge management system, including tool selection, configuration, rollout, and adoption across relevant teams.
• Knowledge Governance & Quality Standards: Establish clear standards and governance for creating, reviewing, approving, and maintaining knowledge content to ensure consistent quality and long‑term scalability.
• KPI & Performance Management: Define and monitor key success metrics, track the impact of improvement initiatives, and drive actions to achieve measurable results.
• Process Quality & Continuous Improvement: Identify process deviations and improvement opportunities early, initiate corrective actions, and ensure that standards are consistently applied and sustainably embedded.
• Customer First Culture: Develop and implement initiatives that strengthen customer‑centric thinking and behavior across functions, teams, and countries.

What you bring:

• Relevant Professional Experience: 3-5 years of experience in project management, process optimization, knowledge management, quality assurance, or a comparable role, ideally in an IT services, software, or technology‑driven environment.
• Project & Process Excellence: Proven ability to manage projects end to end, improve operational processes, and implement sustainable changes in complex, cross‑functional, and ideally international environments.
• Knowledge Management: Experience in implementing, developing, or managing knowledge management systems, content platforms, or similar solutions.
• Governance & Quality Standards: Experience establishing and embedding standards, governance frameworks, and structured processes, combined with the ability to communicate requirements clearly and drive adoption.
• Data‑Driven Mindset: Strong analytical skills and the ability to translate data and KPIs into actionable insights and measurable improvements.
• AI & Technology Enablement: Interest in or experience with AI‑powered support tools and digital solutions, with a clear understanding of how technology can improve service quality and operational efficiency.
• Communication & Languages: Excellent communication and stakeholder management skills, with professional proficiency in both German and English.
• Academic Background: A degree in Business Administration, Information Management, Computer Science, or a related field.

What you can expect from us:

• Mobile Work: Work flexibly from home two days a week and on‑site three days a week
• Attractive locations: Our offices offer fully equipped workspaces as well as regular events such as summer parties and Christmas celebrations
• Development: Our in‑house academy and a portfolio of external partners support your professional growth
• Health: We place high value on health. At our in‑house canteen in Koblenz, you’ll find a daily selection of delicious and healthy meals, and our fully equipped gym offers weekly classes (online & on‑site)
• And more: A daycare center on our CGM campus in Koblenz helps employees make their workday more flexible. We also offer corporate benefits, the option of a job bike, company pension schemes, and much more

Diversity is part of CGM! We welcome applications regardless of disability, gender, nationality, ethnic and social background, religion, age, sexual orientation, or identity.

We are looking for people who recognize the power of AI in the eHealth environment, want to help shape change, and are driven by a curious passion to understand how technology can make healthcare smarter, simpler, and better.