Operations Quality Manager Partner Care (m/w/d) - Connected Retail

Recruiter
Zalando
Location
Berlin
Posted
22 Oct 2021
Closes
07 Jan 2022
Ref
3591855
Function
Customer Service
Level
Manager
As OPERATIONS QUALITY MANAGER PARTNER CARE (m/w/d) you will contribute to further development and growth of our business of connecting offline partners to the Zalando platform. You will provide excellent operational solutions for our Connected Retail partners by improving their collaboration with Zalando Customer Care.
WHERE YOUR EXPERTISE IS NEEDED
  • Building a quality management system for the Connected Retail Partner Care team, including automated and manual quality checks
  • Working with the Partner Care agents to identify room for improvement in processes and training material they use
  • Aligning with internal stakeholders to identify where quality checks and KPIs can be implemented
  • Help to keep a positive partner experience and partner happiness by increasing partner care quality
WHAT WE'RE LOOKING FOR
  • Quality Management: 2+ years of quality management experience, ideally in a B2B support or Customer Care environment Strong project, process and time management skills. Interested in merchant and vendor management, especially in business/services/products related topics. Good market overview and drive for excellence. Bachelor or Master degree required
  • Customer focus: Customer and service orientation, having customer and partner perspectives in mind
  • Communication: Fluent in English and German
  • Team Spirit: Our team is important to us, so not only should you be able to work independently (because it drives you to peak performance), at the same time you are a great team player
PERKS AT WORK
  • A workplace run on trust, empowerment and feedback; positive, inspiring working atmosphere
  • Competitive salary, employee share shop, 40% Zalando shopping discount, discounts from external partners, centrally located offices, public transport discounts, municipality services, great IT equipment, flexible working times, additional holidays and volunteering time off, free beverages and fruits, diverse sports and health offerings
  • Mentoring and personal development opportunities and an international team of experts
  • Relocation assistance for internationals, PME family service and parent & child rooms

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.
ABOUT ZALANDO CONNECTED RETAIL
As part of the Zalando universe, Connected Retail is enabling brick-and-mortar stores to sell directly to millions of online consumers on the Zalando platform. Together with our partners and state -of- the- art technologies we are building a seamless experience for our 42 million active customers to shop from local stores. This results in greater shopping experience, product selection and availability in products, faster delivery times and more sustainable shipping.

THE FUTURE OF RETAIL IS CONNECTED

Please note that all applications must be completed using the online form - we do not accept applications via email.

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