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About the Role
In this role, you will drive the strategic development of our quality management and set new standards, particularly through the use of modern technologies. The quality management of the direct service ensures the implementation of a comprehensive quality assurance concept. Holistic standards and processes, a corporate strategy as a guideline for quality assurance, and checks of uniform service quality lead to continuous optimization within the company.
Responsibilities
- Actively shape the framework conditions for achieving defined company key figures of the direct service.
- Responsible for the further development and optimization of department-specific processes and workflows, as well as the sales and service portfolio.
- Ensure the compliant implementation of commissioned service and sales services.
- Independently develop conceptual solutions and strategically advance quality management, including the forward-looking integration of Artificial Intelligence (AI) into quality assurance.
- Plan, implement, and continuously monitor site-specific quality measures and conduct situational internal quality measurements.
- Prepare and evaluate complex information and data, and create well-founded surveys, analyses, and presentations.
- Manage information tailored to the audience and act as an active, competent contact person for colleagues in other sales channels.
- Support the development of solutions, implement corresponding measures, and actively participate in projects (including project management and controlling).
Requirements
- Analytical mindset, high initiative, and strong service orientation.
- Sound professional experience in telephone customer service.
- Extensive, multi-year experience in quality management.
- Demonstrable experience in automating quality assurance (ideally initial contact with AI-supported tools).
- Professional use of MS Office applications, with in-depth knowledge of PowerPoint and Excel for data analysis and presentation.
- Excellent command of spoken and written language, confident and professional demeanor, and presentation skills.
- Mobility and willingness to travel to our various locations.
- Fluent German and very good English skills, both written and spoken.
Skills
- Quality Management
- Process Optimization
- Artificial Intelligence (AI)
- Data Analysis
- Reporting
- Project Management
- MS Office (PowerPoint, Excel)
Work Type
- Full-time
- Part-time
Experience Level
- Multi-year experience in quality management
- Sound professional experience in telephone customer service
About the Company
- The Direct Service Deutsche Bank stands for excellent customer service and innovative sales solutions.
- We strive for a culture in which we are empowered to excel together every day.
- This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.
- Together we share and celebrate the successes of our people.
- Together we are Deutsche Bank Group.
Equal Opportunity
- We welcome applications from all people and promote a positive, fair and inclusive work environment.