DKV EURO SERVICE GmbH + Co. KG
Senior Quality Assurance Manager – Customer Service (gn) full-time/part-time (hybrid)
Publiziert am: 17.04.26 | Ratingen | Vollzeit
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Senior Quality Assurance Manager – 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!
Do you want to play an
active role in driving a company’s growth and turning big 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 –
with our 60/40 hybrid model and modern offices in Ratingen as a hub for ideas.
As part of our team,
you will take on the following responsibilities:
- 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, best‑in‑class, omnichannel service experience.
- You select, integrate, and leverage modern technical solutions for quality measurement and steering (e.g. voice recording, speech‑to‑text, conversation intelligence, AI‑based sentiment analysis) across all service channels.
- You define, implement, and continuously develop quality KPIs and use them to enable performance‑ and quality‑driven, monetary incentive models for customer service teams.
- You take end‑to‑end ownership of Voice‑of‑the‑Customer measurement (CSAT, NPS) and derive concrete improvement actions based on the results.
- You act as a central interface to product, process, and other stakeholder teams and translate innovations into structured trainings, onboarding sessions, and enablement measures for operational units.
- You take ownership of the customer service SOP and playbook framework, including its management, continuous improvement, and the assurance of a consistent, quality‑driven way of working.
- You identify quality deviations and systematic process violations, derive targeted training and coaching measures, and enable operational team leads and managers to steer their teams based on quality metrics.
- You take on ad‑hoc tasks as required.
- You have at least 3 years of relevant professional experience in Customer Service Quality, QA, CX, Service Operations, or comparable roles.
- You have experience designing, building, and operating Quality Assurance frameworks in Customer Service, ideally in a scaling, international environment (e.g. Tech, FinTech, eCommerce, Shared Services).
- You bring a strong customer journey and CX mindset and think about service quality holistically by optimizing end‑to‑end customer journeys rather than individual interactions.
- You have a high affinity for technology in the CX and Customer Service environment and experience with modern QA, analytics, and conversation intelligence solutions across multiple channels (email, phone, chat, messaging).
- You have solid knowledge of common customer service and quality KPIs such as CSAT, NPS, FCR, AHT, Quality Score, or SOP adherence, and use them to derive insights, interpret performance, and steer operational units.
- You have experience coaching, training, and enabling operational customer service teams and leaders, especially in the context of new processes, products, SOPs, and QA standards.
- You bring hands‑on experience with AI‑driven QA and CX technologies, such as speech‑to‑text, automated quality scoring, topic detection, text and sentiment analytics, or generative AI use cases in service.
- You have experience with performance‑ and quality‑based incentive models for service teams, ideally with a direct link to monetary steering mechanisms.
- You have international experience in pan‑European or global customer service setups and are confident dealing 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 have successfully completed a university degree (e.g. Business Administration, Business Informatics, or a comparable field).
- You are fluent in German and English, both written and spoken; additional European languages (e.g. French, Italian, Spanish, or Dutch) are a strong 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.
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 Cristina Moraru via Cristina.Moraru@dkv-mobility.com.
Balcke-Dürr-Allee 3
40882 Ratingen
