Site Quality Manager (m/f/d)

We are looking for a Site Quality Manager to support our cross-regional teams. 

The ideal candidate must be able to work from our office in Essen.

Overview of tasks: 

• Implement a clear overall quality strategy with scalable processes/tools/systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define appropriate continuous improvement programs
• Effectively manage and mentor a team responsible for diverse workflows, quality channels, and global stakeholders
• Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis
• Assess and prioritise the top-quality issues affecting the teams in your office across all decision-making channels
• Quantify business cases and drive cross-functional partners to change our systems, processes and policies to achieve better outcomes
• Drive investigation of highly sensitive issues affecting your office, working with teams and leaders to understand what happened and why
• Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as our client’s products and communities change and grow
• Find creative workarounds for quality issues where our client’s tools are the root cause and a technical solution is not imminent.
• Provide details to local teams around the impact of the policy change on the team’s current work and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place
• Deliver just-in-time training to Analysts on new or changing Content Policies as well as “refresher” training on existing Content Policy on an as-needed basis
• Actively re-review decision accuracy audits to ensure consistency and alignment with our client’s community standards and internal policies
• Manage investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect

Skills & Qualifications: 

• Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams in a dynamic environment
• 1 to 3 years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential. Excellent communication skills
• Excellent oral and written English communication skills (English Level C1)
• Strong critical thinking and exceptional problem-solving skills
• Passion for our mission of ensuring a world class support experience for our community

What we offer:

• Work in a dynamic and multicultural team with flat hierarchies and an informal culture
• Promotion opportunities in our internationally growing company
• A great office in the centre of Essen with a canteen and fitness centre
• Positive international working environment
• Fun floor with PlayStation, table tennis and much more
• Employee discounts with numerous partners as well as regular fruit deliveries and free drinks for a healthy lifestyle
• Attractive bonus programmes for employee referrals
• Exciting and varied tasks

We will need these documents:

• Cover letter explaining your motivation and expectation for the new role.
• Extended curriculum vitae
• Proof - C1 English Certificate (IELTS, TOEFL, Cambridge, IET). In case you don’t have the certificate, we will conduct an English test as part of the recruitment process

Join our team and apply now!

If you are looking to develop your career, join our lovely team. Please submit your CV in English including your salary expectations.

We have digitized our recruiting process and are now offering virtual job interviews to all applicants. Only shortlisted candidates will be contacted.

About us: TELUS Digital is one of the world's leading providers of customer experience (CX) and digital services. With over 75,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well-known partners.

Equal Opportunity Employer

TELUS Digital values diversity and grants equal opportunity regardless of age, civil status, disability, gender, nationality, race, religion and political beliefs, sex or sexual orientation. At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Applicants with special needs will be given preferential consideration if they are equally qualified.