Continuous Improvement & Quality Program Manager - Marketplace Experience

Description

The company runs outsourced customer operations through BPO partner hubs across several regions and is moving its QA function from auditing toward a data-driven system that flags quality problems before customers notice them.

This role sets the quality direction across those regions, linking hub execution with regional strategy and using analysis to build processes that scale and improve customer satisfaction.

The company operates in about 65 countries, is headquartered in Berlin, and is part of a publicly listed group traded on the Frankfurt Stock Exchange since 2017 and in the MDAX index.

Responsibilities

• Design and run the quality framework and audit approach for all partner hubs so processes are consistent, scalable, and aligned with global standards.
• Find root causes of systemic process gaps and launch targeted improvement projects aimed at higher customer satisfaction and SLA compliance.
• Send audit findings back into hiring profiles, onboarding material, and ongoing coaching to prevent repeat performance gaps.
• Hold regular cross-site calibration sessions with BPO leads and auditors to reduce scoring variance and keep evaluation standards steady across regions.
• Work with regional service delivery heads, training leads, and external BPO managers to align priorities, manage risks, and deliver regional initiatives.
• Pull and analyze raw transaction and audit data yourself using SQL, turning it into insights and early indicators of quality.

Requirements

• 3 to 5 years of quality operations experience in fast-moving, technology-driven environments, ideally in service settings such as customer support, hospitality, or related sectors.
• Candidates who have managed behavior-driven quality processes are strongly encouraged to apply.
• A proven record of designing evaluation frameworks, running calibrations, and conducting root-cause analyses.
• Lean Six Sigma Yellow or Green Belt certification, or formal methodology training, to run improvement projects independently.
• A closed-loop quality approach and project management skills to lead multi-month initiatives and feed QA insights into coaching, hiring, and training. PMP or equivalent appreciated.
• Experience in vendor governance and risk modeling, using leading indicators to catch defects early and auditing outsourced BPO performance.
• Bilingual English and Spanish at C1 or C2 to manage cross-border hubs, lead regional reviews, and work with global leadership. Portuguese is a strong plus.
• Independent SQL skills to write standalone queries that extract, merge, and clean raw transaction and audit data without relying on data engineers.

Conditions

The company welcomes applicants of every background and encourages candidates to share their pronouns.