We are looking to fill the position of
Senior Manager, Quality and Process Improvement (m/f/d)
as soon as possible
To be successful at SYKES, your personal convictions must align with our business culture, because at SYKES everything revolves around helping people. In doing so, we focus on teamwork, service and on aspiring to do excellent work. It’s not about hasty gratification or accepting the status quo; it’s about making things better. This is exactly where your duties will fit in: improving processes. You will be able to choose freely whether you want to work at one of our five sites in Germany (Berlin, Bochum, Solingen, Pasewalk, or Wilhelmshaven) or from your home office.
These are your duties:
- Identifying, developing, and implementing quality and process improvement based on the analysis of customer use and employee performance
- Assuming a key role in quality and process management, as well as in staff development
- Identifying opportunities to improve the productivity of employees in the various call, email, chat, and social media channels
- Developing strategies to reduce the processing times in all channels while maintaining or improving the quality results and CSAT
- Developing a strategy to improve the quality of all brands and channels, particularly during seasonal fluctuations in contact volumes
- Contact person for customers in quality and performance meetings
- Driving force for developing changes with the customer
You fulfil these requirements:
- At least five years’ experience in a similar business environment or a similar position
- Extensive knowledge of quality management and familiarity with Total Quality Management / Six Sigma and associated tools
- Experience in the design and development of company-wide business processes
- Strong leadership qualities geared toward quality and meeting targets
- Experience as a project manager for change processes and continuous improvement measures
- Good spoken and written English
- Highly service-orientated
- Flexibility, commitment, resilience
- Strong communication and organisational skills
- Empathy and assertiveness
Why SYKES?
- Innovative and international working environment
- Flexible location (choose between Berlin, Bochum, Solingen, Pasewalk, Wilhelmshaven, or home office)
- Fringe benefits, such as discounts in various online shops in the fields of technology, travel, and leisure
- Staff events like sports competitions, summer festivals, and joint breakfasts
- Employer-funded pension
- And much more
If you, would like to contribute your part to our success story and continuously develop yourself together with us, we look forward to receiving your comprehensive application (motivation letter, CV, references) by 22/08/2020. Please contact Susanne Borrmann susanne.borrmann@sykes.com if you have any questions.