Quality Supervisor - German Speaker

Role purpose:

To be the primary interface between VOIS and Vodafone Germany with full accountability for the quality, customer experience and Compliance.
• Works together with the Delivery Unit to develop a culture of Continuous improvement and development of a strong working relationship to deliver the targets of Vodafone Germany Customer Operations.
• Contribute to the creation and implementation of best practice quality vision, strategy, policies, processes and procedures to aid and improve operational performance
• • Contribute to new business initiatives and projects and review and communicate the impact on Quality activities
• Ensuring continuous efficiencies & operational optimization for VF Germany
• Working closely with DE Compliance team on developing our control systems ensuring the best governance.

Key Accountabilities and Decision Ownership:

1. Customer Experience
• Total responsibility over for the management and the execution of all Customer Experience projects and execute effective governance frameworks with partner.
• Shares Vodafone Germany performance including Partners contribution to results
• Pro-actively shares understanding of customer's requirements from across the organization including product/service roadmaps, associated performance against KPIs.
• Regular feed to Germany Teams on KPI's performance, while leading Monthly and quarterly forums/ events digitally or Onsite in EGY or Germany.
• Improvement Opportunities, Recommendations and activity plans to be created and reported quarterly.
• Ensure to focus on celebrating great customer feedback, accreditation results and NPS achievement on a monthly basis through a commendation process in house as well as cross site.
• Manage on Operational Commercial risk and reward components monthly for all KPIs

2. Service Quality & Complaints Management
• Roll out & manage of VF-Germany centralized Customer experience programs.
• Calibration of the call quality evaluation standards for all inbound and outbound.
• Ownership of quality systems performance and activities against which the actual performance will be measured/reported
• Responsibility for a Quality reward program for the people to drive motivation
• Provides effective support in areas of Call Quality Assessments,
• Developmental Call Coaching and Quality Assurance. Responsible for the quality, Ensure the right set of performance measures are used to effectively manage to deliver against Vodafone Germany targets.
• Lead regular performance reviews to provide quality feedback and defined improvement plans
• To ensure that implemented solutions meet the business requirement, and passing incident report from the technology team for the major outages

3. Quality as a Service Management
• Lead the "Quality as a Service" team auditing & coaching all Vendors inside and outside Germany.
• Defined as external Project assigned directly from the Client in order to conduct in general the quality review of Low Performing agents over all service lines (Voice + Non-voice Queues).
• The Team is performing silent Monitoring and delivering constructive feedback not only across VSSE but also to external Partners over different sites.
• Providing internal & external BackOffice Checks and doing regular Calibrations with DE Partners
• Coaching Mobile Unit, TV Unit and Backoffice services.

4. Compliance Management
• Working together with DE Compliance Team on developing and overseeing control systems to prevent or deal with violations of legal guidelines and internal policies
• Evaluate the efficiency of controls and improve them continuously
• Revise procedures, reports etc. periodically to identify hidden risks or non-conformity issues
• Review the work of operations when necessary to identify compliance issues and provide advice or training collaborative with Compliance Entity

5. Relationship Management
• Engage with relevant partner stakeholders to ensure appropriate action plans are developed and delivered in line with the business' tactical requirements and needs in relation to operational performance
• Ensure that Vodafone Germany requirements are understood through thorough operational awareness and effective Stakeholder Management
• Design and deliver plans in line with Vodafone Germany and the segment plans
• Develop and maintain the governance model for regular business reviews
• Define and implement regular performance forums to facilitate their two way feedback and define operational improvement plans
• Maintain and support performance against agreed operational measures
• Utilize partner relationships to drive desired behavior

6. People Management
• Develop a unit and identify required resources and skill sets/competencies required to successfully carry out team plans
• Dimension each subordinate optimal and maximum productivity levels and determine appropriate workload as a consequence
• Promote a learning culture by establishing a learning process through continuous sharing of knowledge and support to facilitate the development of skills of others
• Provide formal and informal performance feedback on an ongoing basis
• Managing the assigned teams based on CXX structure

Core Competencies, Knowledge and Experience:
• Putting Customers First
• Performing Through Our People
• Delivering Results
• Managing In A Changing Environment
• Making A Personal Difference
• Communicating For Impact

Must have technical / Professional Qualifications:
• German Language Level: C2
• Minimum of 3 Years' experience in German account consumer
• Previous Experience within DE CXX Teams is a plus.
• Minimum of 2 Years' experience of leading teams
• Advanced knowledge of call center industry (systems, processes, techniques, etc)
• Proven ability in building and growing internal and external business relationships
• Proven record of involvement in business-critical projects experience
• Excellent communication skills with internal and external stakeholders and ability to addresses concerns and facilitates two-way feedback
• Commercial awareness and understanding of commercial business units
• Excellent presentation, influencing and negotiation skills
• Data aware and analytical capability to translate operational metrics into customer experience
• Advanced analytical and data interpretation skills
• Strong analytical, problem solving and decision-making skills
• Passion for customer experience
• Ability to manage and coordinate multiple activities under tight timeframes, while maintaining the professional standard.
• Excellent command of Excel, PowerPoint, Access, projects, Visio, etc
• Highly motivated self-starter who can drive changes with passion for Vodafone
• Excellent communication skill both in Arabic and German and very Good in English
• Objective focused
• Excellence mindset striving to exceed expectations

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.