Senior) Customer Service Quality Manager-Dutch Speaker(f/m/d)

Raisin GmbH; Berlin; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A leading fintech company in Berlin is seeking a Quality Manager to develop quality assurance standards and enhance customer service quality. The ideal candidate has a university degree and at least 2 years of experience in quality management or analytics. This role offers a collaborative environment and opportunities for professional development with flexible working arrangements and generous benefits.

Leistungen

Employee Development Budget of €2,000

Flexible working hours

30 vacation days

Urban Sports Club membership support

JobRad bike leasing

Company pension scheme

Deutschland Ticket subsidy

Qualifikationen

• Minimum 2 years of experience in customer service quality assurance, analytics, or a related role.
• Strong proficiency in data analysis to provide actionable insights.
• Experience with quality management processes.

Aufgaben

• Develop and implement quality assurance standards and feedback loops.
• Analyze data related to CS metrics and generate reports.
• Collaborate with stakeholders to enhance customer service strategies.

Kenntnisse

Analytical skills

Communication

Stakeholder management

Problem-solving

Attention to detail

Ausbildung

University degree or equivalent in a related field

Tools

MS Office (Excel, Word, PowerPoint)

Google Suite

Zendesk

Data visualization tools

Jobbeschreibung

Team

Raisin’s CS Quality team focuses on three core pillars: firstly, they ensure compliance by conducting audit-related checks for our servicing banks, while meticulously documenting quality control processes. Secondly, their responsibility involves root cause analysis, entailing thorough error reporting, examining customer pain points, and addressing internal issues to enhance overall service quality. Lastly, the team is dedicated to maintaining quality KPIs by consistently monitoring service quality, calibrating standards, and leveraging data analysis to drive continuous improvement initiatives.

Your Responsibilities

Quality Management:

• You help develop and implement quality assurance standards, evaluation criteria, and feedback loops.
• You conduct quality evaluations of customer service interactions based on internal standards, accompanying results with constructive feedback.
• You lead calibration sessions to maintain consistency in internal evaluations.
• You conduct quality evaluations of customer service interactions based on internal standards, accompanying results with constructive feedback.
• You ensure the implementation of and adherence to quality improvement actions and track their success, initiating corrective actions where necessary.

Strategy & Process Improvement:

• You develop, implement, and refine quality management processes for customer service.
• You support the set-up and optimization of a new quality management software, utilizing it to monitor, assess and improve service quality.
• You derive concrete recommendations for action (i.e. mapping the need for training or process improvement) that help us sustainably increase our service quality.

Data Analysis & Reporting:

• You collect, analyze, and interpret data related to CS metrics (i.e., AHT, CSAT) and turn raw data into meaningful, data-driven insights to identify trends, patterns, and areas for improvement.
• You generate, analyze, and maintain comprehensive reports on the quality performance of team projects and communicate findings to relevant stakeholders.
• You work with cross-functional teams to enhance customer service strategies based on data insights.

Collaboration & Training:

• Your strong stakeholder management skills enables you to collaborate effectively with internal and external stakeholders.
• You liaise with other departments to address quality-related issues, share insights, and contribute to process improvements.
• You lead by example in promoting a strong quality-oriented culture, encouraging a commitment to delivering exceptional service at all touchpoints.
• You develop programs to educate colleagues on quality standards, best practices, and compliance requirements.

Your Profile

Education & Experience:

• University degree or equivalent experience in a related field.
• 2+ years of experience in customer service quality assurance, analytics, or a related role.

Technical Skills:

• Strong proficiency in MS Office (Excel, Word, PowerPoint) and Google Suite (Sheets, Docs, Drive).
• Experience with Zendesk ticketing system required; experience with other extensions of the Zendesk system (i.e. Zendesk QA) beneficial
• Ability to work with data visualization and reporting tools e.g Looker

Analytical & Problem-Solving Skills:

• Excellent analytical skills with the ability to interpret data and provide actionable insights.
• Experience in developing and implementing quality management processes.
• Strong attention to detail and ability to identify trends and areas for improvement.

Communication & Interpersonal Skills:

• Excellent English and Dutch speaking skills. Other European Languages e.g, German, Italian, Spanish, Polish, Finnish, French are a plus.
• Strong communication skills, both verbal and written.
• Ability to provide clear and constructive feedback to customer service representatives.
• Experience collaborating with multiple stakeholders across different teams.

Work Approach & Mindset:

• Detail-oriented with the ability to work independently and in a team environment.
• Ability to adapt to a fast-paced environment and manage multiple priorities.
• Proactive and eager to drive continuous improvement in customer service quality.

Join our mission, join our team - and grow with us!

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which connects more than 75 different nationalities.

You’ll find us in our modern and open office in the trendy Kreuzberg district with a view of the Spree River, ideally connected to public transportation and surrounded by a variety of restaurants and shopping opportunities.

As part of our team, you will benefit from:

• Employee Development Budget of €2,000 and four full training days per year.
• Access to Babbel for continuous language learning.
• Snacks, daily fresh fruit as well as drinks provided at the office.
• Flexible working hours, home office and 30 vacation days.
• Urban Sports Club membership support (more than €20 per month).
• JobRad bike leasing with Raisin covering monthly insurance costs.
• A company pension scheme with 20% employer contribution.
• Deutschland Ticket subsidy of €25 per month.
• Relocation support for new joiners.

About us

Raisin is the trailblazer in the savings and investment space. Founded in 2012, the fintech company started by opening the $95+ trillion deposits and investments market of the European Union, the United Kingdom and the United States to consumers.

Today, Raisin serves more than one million customers in these three markets, offering savings products as well as investment and pension products. This makes the Berlin-based fintech one of the leading global savings and investments marketplaces.

Raisin operates its own B2C marketplaces in Europe and the U.S. In Germany, the company offers ETF-based investment and retirement products in addition to savings products. Raisin works with over 400 banks and financial service providers from over 30 countries.

We are backed by renowned international investors such as b2venture, Deutsche Bank, Goldman Sachs, Greycroft, Headline, Index Ventures, Latitude Ventures, Orange Ventures, PayPal Ventures, Top Tier Capital Partners, Ribbit Capital, Vitruvian Partners and M&G.

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which connects more than 75 different nationalities. We have 8 offices across the world: Berlin, Frankfurt, Hamburg, Madrid, Manchester, Munich, New York, and Salt Lake City. We also celebrate our hard work with events like our yearly summer and winter parties, and other get-togethers.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.