Director Quality & Process (m/f/diverse)
We strive to be a Quality Leader in the field of Customer Service and are seeking an experienced and strategic leader to join our team as Director Quality & Process. You will be responsible for driving the strategic and operational aspects of quality, knowledge management, and process management across our international organization. Interested? Let’s get in touch!
Facts
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Location
Berlin
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Employment level
Direct entry, Leadership Level
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Function
Planning / Organization, Customer service
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Working time
Full time
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Publishing date
03-03-2023
YOUR MISSION: You are accountable for quality related aspects of LH InTouch’s service delivery while ensuring a harmonized Quality Management approach and a continuous improvement of quality methods and customer service processes as well as innovative service implementation.
Together with your teams, you
- (Re)define and implement the Global Quality Strategy, setting up respective standards, processes, and quality KPIs relevant for all 6 international locations and external provider
- Develop and implement effective quality and process systems
- Manage complex projects
- Drive customer service improvements and develop innovative methods to identify current challenges in customer interaction by managing the feedback loop from operations and identifying optimization potential of customer processes and respective employee workflows
- Work closely with Lufthansa Group departments to drive innovative service implementation and quality initiatives
- Develop our Knowledge Management System further.
- And, you inspire your teams through leading by example and by individual development.
Profit sharing / LVV (bonus), Flight privileges, Jobticket, Service phone, Support for relocation, Discounts / shopping, Employee events (summer festivals, participation in sports competitions etc), Hybrid working possible, Flexible working hours, Massages, rest rooms, etc, Have a shower, Free snacks / drinks, Employee Assistance Program
You need to be an experienced leader with excellent communication skills, providing clear direction, inspiring, and motivating across our international company. You have worked in a similar position in a service center environment before and you enjoy the multicultural diversity of our company?
Further, you bring:
- A degree in a relevant field such as Engineering, Business, or Quality Management or other relevant qualification
- Demonstrated successful working experience in a senior quality management role, with a strong understanding of process improvement and change management methodologies
- Highly developed knowledge across the service center business ideally gained from within the aviation industry
- Comprehensive understanding of processes, and drivers of customer satisfaction
- Strong analytical and problem-solving skills, with experience in root cause analysis and continuous improvement
- Strong intercultural competencies
- Confident handling of the Microsoft Office Suite – MS Word, Excel, and PowerPoint
- Proficiency in English (written and verbal). German language knowledge is of advantage
We help. We smile. We care. We are best at being in touch, be it with colleagues or customers. This is the essence of Lufthansa InTouch: We make someone’s day every day! Our headquarters are based in Berlin. With our network of 6 service centres in 6 different countries, we are the touchpoint between LH Group and their passengers. About 2000 Consultants offer over 200 services in more than 30 languages; they take care of all requests by passengers' flying with LH Group and ensure the highest service quality.
www.lh-intouch.com
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