You are part of the Customer Service Team at Kleinanzeigen, which is responsible for providing support to our private and business users through a portfolio of trusted outsourced service partners. In your role as Quality Manager, you define, maintain, and continuously improve quality processes to ensure a safe, reliable, and high-quality customer experience for our users and vendors, while holding true to our customer promises.

This is a hybrid role, our office is located in Berlin-Charlottenburg. You report to the Team Lead Partner Operations.

What You’ll Do

• Own, manage, and continuously improve the quality of Customer Service activities delivered by external partners, ensuring consistent service standards and outcomes.

• Partner closely with outsourced teams to analyse performance trends, define quality metrics and KPIs, run calibration processes, and provide actionable feedback to improve service delivery.

• Generate, analyse, and present quality reports, insights, and improvement areas to internal stakeholders, using data- and AI-supported quality monitoring and reporting tools.

• Maintain and evolve quality monitoring frameworks, including scorecards, forms, benchmarking, and visualised processes aligned with business objectives.

• Collaborate closely with other Customer Service, training and operations teams to align on processes, design targeted coaching, training, and continuous improvement initiatives that enhance the overall customer experience.

• Act as a guide and mentor to the Quality Specialists in the team, fostering consistency, knowledge sharing, and a strong quality mindset across partners and stakeholders.

Who You Are

• You bring 3+ years of experience in a Quality Management role, ideally within Customer Service, Contact Centres, or outsourced service environments.

• You have strong analytical and reporting skills and are confident working with Excel or Google Sheets, QA tools, and data- or AI-supported quality solutions.

• You communicate clearly and diplomatically, even in sensitive situations, and manage stakeholders effectively across cross-functional teams.

• You're both, a team player and independent contributor with a hands-on mindset and high attention to detail.

• You are resilient in fast-changing environments and know how to deal constructively with resistance to change.

• You are fluent in German and English, both written and spoken.

Additional information

• An attractive Base Salary.
• Participation in our Short Term Incentive plan (annual bonus).
• Work From Anywhere: Enjoy up to 20 days a year of working from anywhere! Maybe not from the moon - well why not! just make sure you have internet connection!
• A 24/7 Employee Assistance Program for you and your family, because we care.
• Win together, lose together is one of our key behaviours. At Adevinta you will find a collaborative environment with an opportunity to explore your potential and grow.

Company description

Kleinanzeigen is the leading online classifieds market in Germany. An average of more than 50 million ads are available in numerous categories – from children’s supplies to electronics to real estate. With more than 36 million users per month, Kleinanzeigen has the widest reach of all online selling platforms in the country. Most of the items traded on Kleinanzeigen are second-hand. In this way, users make an active contribution to sustainability. The Kleinanzeigen market allows companies the opportunity to easily offer their services online. Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen. Since June 2021, the company has been part of Adevinta, a leading global provider of online classified ads. In May 2023, the name was changed to Kleinanzeigen.

Kleinanzeigen is part of Adevinta: a global online classifieds specialist and sustainability leader with 25+ products in 10 countries.

Adevinta is an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

If you feel like you don’t meet all of the requirements for this role but are interested, please consider applying anyway. Research suggests that women and individuals from underrepresented groups may self-select out of opportunities if they don’t meet 100% of the job requirements. We strongly encourage people from historically excluded groups to apply and look forward to speaking with you.