(Senior) Customer Service Quality Manager (f/m/d)

Permanent employee, Full-time · Berlin, Frankfurt a. M., Hamburg, Munich

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 good Dutch or German or Italian language skills is desired. Other European Languages e.g, 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.
Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office.
Flexible working hours, home office and 30 vacation days.
Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month.
Love cycling? With JobRad, lease the bike of your choice and enjoy tax savings, plus Raisin covers your monthly insurance costs.
A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
Do you miss being in the office? The Deutschland Ticket gets you there, which we subsidize with €25 per month.
You are moving from another country or city to join us? We will support your relocation.

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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. Savers get a wider choice of attractive products with the ability to move their money freely. In addition, financial service providers get best-in-class marketplace solutions for their customers, and banks get better access to retail funding. Raisin operates its own B2C marketplaces in Europe and the U.S. under the brands Raisin, WeltSparen and ZINSPILOT.

In Germany, the company offers ETF-based investment and retirement products, Private Equity and Crypto investments, and savings products. Raisin works with over 400 banks and financial service providers from over 30 countries. Raisin has €50 billion AuA and generated over €1 billion in interest for its customers worldwide. Raisin is 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.

The company has offices in Berlin, Frankfurt, Hamburg, Madrid, Manchester, Munich and New York.

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.

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Your application

Thank you for considering a career at Raisin. Please fill out the following form. In case you are experiencing problems with the document upload, mail your documents to careers@raisin.com.