Senior Manager Quality Assurance - Customer Service(gn) full-time/part-time (hybrid)

Your job at DKV Mobility? As part of a leading European B2B platform for on-the-road payment solutions, you will work in an exciting environment. Our tasks are defined by our Purpose: To drive the transition towards an efficient and sustainable future of mobility. We offer you numerous opportunities to help shape the mobility of tomorrow in a dynamic and agile environment. Our approximately 2,700 employees throughout Europe are united by a common passion: to give their best every day for our customers in more than 50 countries. True to our claim: You drive, we care. Become part of our diverse, dedicated and unique team!

What you can expect

Do you want to actively contribute to a company’s growth and turn ambitious plans into reality? Then join our team! You can look forward to exciting challenges, an inspiring environment, and a work culture that combines flexibility and collaboration, supported by our 60/40 hybrid working model and modern offices in Ratingen as a hub for exchanging ideas.

You are responsible for designing, implementing, and continuously developing a holistic Quality Assurance framework to ensure excellent and scalable Customer Service quality for customers across Europe.
You consistently align service quality with customer journeys and key CX drivers, with the goal of delivering a consistent, cross-channel, best-in-class service experience.
You select, integrate, and leverage modern technology solutions for quality measurement and management across all service channels, such as voice recording, speech-to-text, conversation intelligence, and AI-based sentiment analysis.
You define, implement, and continuously develop quality KPIs and use them as the basis for performance- and quality-driven monetary incentive schemes for Customer Service teams.
You take end-to-end ownership of Voice of the Customer measurement, including CSAT and NPS, and translate the insights into concrete improvement initiatives.
You act as the central interface for Product, Process, and other stakeholder teams, translating new developments into structured training, learning, and enablement initiatives for operational teams.
You take ownership of the Customer Service SOP and Playbook framework, including its management and continuous development, while ensuring a consistent and quality-driven way of working.
You identify quality gaps and systematic process deviations, derive targeted training and coaching measures, and enable operational Team Leads and Team Managers to manage their teams based on quality insights.

What makes you stand out

You have several years of relevant professional experience in Customer Service Quality, Quality Assurance, Customer Experience, Service Operations, or a comparable function.
You have experience designing, building, and operating Quality Assurance frameworks in Customer Service, ideally within a scaling, international environment such as Tech, FinTech, eCommerce, or Shared Services.
You have a strong customer journey and CX mindset and take a holistic approach to service quality by optimizing end-to-end customer journeys rather than individual interactions.
You are highly technology-oriented within the CX and Customer Service environment and have experience with modern QA, analytics, and conversation intelligence solutions across multiple channels, including email, phone, chat, and messaging.
You have in-depth knowledge of common Customer Service and quality KPIs such as CSAT, NPS, FCR, AHT, Quality Score, and SOP Adherence, and use these metrics to derive insights, interpret performance, and manage operational teams.
You have experience coaching, training, and enabling operational Customer Service teams and leaders, particularly in relation to new processes, products, SOPs, and QA standards.
You have hands-on experience with AI-powered QA and CX technologies, such as speech-to-text, automated quality scoring, topic detection, text and sentiment analytics, or Generative AI use cases in Customer Service.
You have experience with performance- and quality-based incentive models for Service teams, ideally with direct exposure to monetary incentive mechanisms.
You have international experience within pan-European or global Customer Service organizations and are confident working with cultural and country-specific differences.
You have experience building QA dashboards, BI analyses, or management reports to support the operational steering of Team Leads and management. You hold a university degree, for example in Business Administration, Business Information Systems, or a comparable field.
Fluency both in German and English is a must, both written and spoken. Additional European language skills, such as French, Italian, Spanish, or Dutch, are a clear advantage.

We are looking forward to your application and to applicants who enrich our diverse culture! Regardless of age, gender, origin and sexual identity and orientation. Severely disabled applicants will be given preference if equally qualified. This position can be full-time or part-time (min. 30h/week). DKV Mobility is looking for the best talents and knows that these are not always available on a full-time basis. Many of our employees work part-time or in flexible working models. Please talk to us about the flexibility you need during the application process.

Why DKV Mobility? Here are five good reasons...

At DKV Mobility, we are team players - because we are only successful together! #teamofteams
You should feel welcome with us from the very beginning!

We've been growing for about 90 years

How we do it? We keep adapting our products and business model to meet changing customer needs. That's how we stay mobile and master every challenge the future holds.

There are also many other good reasons to work at DKV Mobility. For example, we offer you comprehensive company health management, parent-child offices (from 2023) and support you in leasing your eBike through our partner Jobrad!

We attach great importance to work-life balance.

We stand for the compatibility of family and career! That's why we offer flexible working hours and family-friendly working time models. In addition, we rely on a balanced mix of on-site meetings and home office.

We support you in your development

We offer you optimal conditions to familiarize yourself so that you can quickly find your way around and become a part of the team! To further your personal development, we offer you access to a modern learning environment - independent of time and location. This way you can also face the challenges of tomorrow!

We are committed to a net-zero future

After reaching our Green Pledge climate target in 2023 by reducing carbon emissions in our own business operations by 50.4% compared to the base year 2019, we set ourselves ambitious net-zero climate targets. The targets have been validated by the Science Based Targets initiative. By 2050, DKV Mobility commits to reach net-zero greenhouse gas emissions across the value chain from a 2022 base year. You want to take climate action? Follow us on our road to net-zero.

We are a certified employer

Our employees trust us. As an employer, we regularly receive awards from independent institutes, e.g. as Top Employer Germany and as Great Place to Work!

Did you know that we have received several awards as an employer in recent years?

Have we made you curious? Then we are looking forward to your application! If you still have open questions then please contact Saskia Dünnwald via saskia.duennwald@dkv-mobility.com.

Senior Manager Quality Assurance - Customer Service(gn) full-time/part-time (hybrid)