Berlin, Berlin, Germany
Experienced Quality Manager with 7 years at SIXT, specializing in quality assurance, data analysis, and managing BPOs within a contact center environment. I lead data analysis initiatives, identify trends and propose action plans for improvement, seeing positive results. Spearhead the creation and continuous improvement of quality forms and processes, develop Standard Operating Procedures. Create and maintain reporting files for internal and external use. Produce and conduct monthly reviews with upper management on quality findings across multiple country markets, driving ongoing improvements. In the last years, I have also worked closely with data scientists on projects to implement AI into SIXT's systems - providing integral quality insight through my team to ensure seamless integration. This is handled on top of my expected tasks, of managing audits for the UK team, ensuring quality standards through performance reviews with management and overseeing the quality operations of our two largest BPOs. Driven by a passion for quality and efficiency, I thrive on streamlining processes, leveraging data and spotting trends to make informed decisions, and fostering a culture of high standards and excellent working ethics within teams.
- Quality Team Management - Report building and handling - Presentation of quality reviews on a director level - AI collaboration with data scientists to implement AI into SIXT's service centre systems - Quality assurance through auditing and data analysis
- KPI driven and revenue oriented B2C and B2B for the Sales and Service hotline, inclusive upselling, additional sales and customer care via phone and email - Onboarding and training support of new employees - Support of the implementation of internal communication systems to increase employee performance and customer satisfaction