Do you want to play an active role in driving a company’s growth and turning big plans into reality? Then join our team! You can look forward to exciting challenges, an inspiring environment, and a work culture that combines flexibility and collaboration – with our 60/40 hybrid model and modern offices in Ratingen as a hub for ideas. As part of our team, you will take on the following responsibilities: You are responsible for designing, implementing, and continuously developing a holistic Quality Assurance framework to ensure excellent and scalable customer service quality for customers across Europe. You consistently align service quality with customer journeys and key CX drivers, with the goal of delivering a consistent, best‑in‑class, omnichannel service experience. You select, integrate, and leverage modern technical solutions for quality measurement and steering (e.g. voice recording, speech‑to‑text, conversation intelligence, AI‑based sentiment analysis) across all service channels. You define, implement, and continuously develop quality KPIs and use them to enable performance‑ and quality‑driven, monetary incentive models for customer service teams. You take end‑to‑end ownership of Voice‑of‑the‑Customer measurement (CSAT, NPS) and derive concrete improvement actions based on the results. You act as a central interface to product, process, and other stakeholder teams and translate innovations into structured trainings, onboarding sessions, and enablement measures for operational units. You take ownership of the customer service SOP and playbook framework, including its management, continuous improvement, and the assurance of a consistent, quality‑driven way of working. You identify quality deviations and systematic process violations, derive targeted training and coaching measures, and enable operational team leads and managers to steer their teams based on quality metrics. You take on ad‑hoc tasks as required.