Senior Quality Manager, Customer Service (Fintech)

TL;DR

Senior Quality Manager (Customer Service): Define, maintain, and improve quality processes for Customer Service at hirify.global, ensuring a high-quality customer experience with outsourced service partners with an accent on data- and AI-supported quality monitoring and reporting tools. Focus on partnering with outsourced teams to analyze performance trends, define quality metrics and KPIs, and provide actionable feedback for continuous improvement.

Location: This is a hybrid role, our office is located in Berlin-Charlottenburg, Germany.

Company

hirify.global is the leading online classifieds market in Germany, with more than 36 million users per month and an average of more than 50 million ads available in numerous categories.

What you will do

• Own, manage, and continuously improve the quality of Customer Service activities delivered by external partners, ensuring consistent service standards and outcomes.
• Partner closely with outsourced teams to analyze performance trends, define quality metrics and KPIs, run calibration processes, and provide actionable feedback to improve service delivery.
• Generate, analyse, and present quality reports, insights, and improvement areas to internal stakeholders, using data- and AI-supported quality monitoring and reporting tools.
• Maintain and evolve quality monitoring frameworks, including scorecards, forms, benchmarking, and visualised processes aligned with business objectives.
• Collaborate closely with other Customer Service, training and operations teams to align on processes, design targeted coaching, training, and continuous improvement initiatives that enhance the overall customer experience.
• Act as a guide and mentor to the Quality Specialists in the team, fostering consistency, knowledge sharing, and a strong quality mindset across partners and stakeholders.

Requirements

• You bring 3+ years of experience in a Quality Management role, ideally within Customer Service, Contact Centres, or outsourced service environments.
• You have strong analytical and reporting skills and are confident working with Excel or Google Sheets, QA tools, and data- or AI-supported quality solutions.
• You communicate clearly and diplomatically, even in sensitive situations, and manage stakeholders effectively across cross-functional teams.
• You're both, a team player and independent contributor with a hands-on mindset and high attention to detail.
• You are resilient in fast-changing environments and know how to deal constructively with resistance to change.
• You are fluent in German and English, both written and spoken.

Culture & Benefits

• Attractive Base Salary and Participation in our Short Term Incentive plan (annual bonus).
• Enjoy up to 20 days a year of working from anywhere!
• A 24/7 Employee Assistance Program for you and your family.
• Find a collaborative environment with an opportunity to explore your potential and grow.