Team Lead Customer Experience (m/f/d) in Leipzig

TN Germany; Halle (Saale); Vor Ort; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

A leading international company is seeking a Customer Experience & Learning Services Team Lead. This role involves leading quality assurance and training teams, ensuring compliance, and facilitating ongoing learning sessions. The ideal candidate will be a dynamic leader with strong communication and problem-solving skills, ready to thrive in a fast-paced environment.

Leistungen

Attractive salary package

Career growth opportunities

Relocation support

Modern workspace

Multicultural team environment

Employee referral program

Wellness and recreation facilities

Office perks like fruit deliveries

Qualifikationen

• Knowledge of quality assurance and training methods is essential.
• Dynamic leader with experience in managing large and diverse teams.

Aufgaben

• Lead the team of QAs and Trainers.
• Ensure Quality systems are compliant with client and regulatory requirements.
• Oversee the delivery of training programs.

Kenntnisse

Communication

Teamwork

Critical Thinking

Problem Solving

Jobbeschreibung

Allgemeine Angaben

Standort: DE - Leipzig - LPZ

Land: Deutschland

Jobbeschreibung

We are looking for a Customer Experience & Learning Services Team Lead.

Job description and tasks:

1. Reporting to Training and Quality Manager.
2. Lead the team of QAs and Trainers.
3. Lead the Business Reviews with Client.
4. Lead and participate in the Quality Evaluation Process.
5. Act as the point of contact for partners regarding quality and training programs.
6. Ensure Quality systems are fully compliant with client, regulatory, legislative and business requirements and prepare for and manage customer and regulatory audits.
7. Fulfill the role of management representative for the Quality and Training Management system.
8. Ensure prompt actions are taken for issues relating to product and quality systems.
9. Update upper management on quality and training related issues and carry out root cause analysis where appropriate.
10. Planning and implementing all quality and training/learning services related processes.
11. Facilitate ongoing learning sessions.
12. Oversee the delivery of training programs and implementation of new processes.
13. Monitor and evaluate the performance of Learning Services Specialists and Customer Experience Analysts.
14. Provide mentorship and support to QAs, trainers and team members.

Qualifications:

1. Knowledge of quality assurance and training methods is essential.
2. Advocate for quality early at the start of new launched queues.
3. Demonstrated ability to project manage and execute tasks efficiently.
4. Dynamic leader with experience in managing large and diverse teams in a fast-paced environment, adaptable to rapid change and ambiguity.
5. Excellent communication skills at all organizational levels.
6. Good technical capabilities, teamwork, initiative, stakeholder management, critical thinking, and problem-solving skills.

What we offer:

1. Attractive salary package.
2. Career growth opportunities within a rapidly growing international company.
3. Relocation support if living more than 100km from Leipzig.
4. Modern workspace in Leipzig city center.
5. Multicultural, collaborative team environment.
6. Employee referral program.
7. Inclusive and positive global work environment.
8. Challenging and engaging responsibilities.
9. Wellness and recreation facilities.
10. Office perks like regular fruit deliveries and ergonomic workstations.

Documents Required:

1. Cover letter explaining motivation and expectations.
2. Extended Curriculum Vitae.
3. Proof of qualifications (certificates, references).

Join our team and apply now! Our recruiting team is available for questions and looks forward to your application.

About us: Since 1998, excellent customer service has been our passion. In 2020, we became part of TELUS Digital. Over 70,000 team members serve in more than 50 languages for international partners.

Equal Opportunity Employer

We are committed to diversity and inclusion. Employment decisions are based on qualifications and merit. Applicants with special needs will be given preferential consideration if qualified.