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Open nowPosted 241 days ago

Quality & Escalation Specialist für General Support (m/w/d)

bambulab/experienced384 open roles

Where
Frankfurt, Hesse, Germany
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Your applicationOpen nowQuality & Escalation Specialist für General Support (m/w/d)bambulab/experienced · Frankfurt, Hesse, Germany

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on bambulab/experienced's own form.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. bambulab/experienced postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: posted 241 days ago

bambulab/experienced median: 1 days open

The posting

  • Qualitätsprüfung und Nachverfolgung von General-Support-Tickets, Anrufen und Eskalationsfällen
  • Eigenständige Bearbeitung von komplexen oder risikobehafteten Eskalations- und Beschwerdefällen
  • Überwachung der Einhaltung von Serviceprozessen, Eskalationsregeln und Kommunikationsstandards
  • Identifikation von Qualitätsabweichungen, wiederkehrenden Problemen und Servicerisiken
  • Ableitung und Umsetzung von Verbesserungsmaßnahmen gemeinsam mit dem General-Support-Team
  • Enge Zusammenarbeit mit internen Teams (z. B. Operations, Training, HQ) zur Vereinheitlichung von Standards und Vorgehensweisen

Sprachen - Fließende Deutsch- und Englischkenntnisse in Wort und Schrift

Erfahrung & Fachkenntnisse - 3–6 Jahre Berufserfahrung im Bereich Kundenservice Operations, Eskalations- oder Beschwerdemanagement - Sehr gutes Verständnis von General-Support-Szenarien (Tickets, Hotline, Live-Chat) - Fähigkeit, komplexe Eskalationsfälle selbstständig und lösungsorientiert zu bearbeiten - Sicherer Umgang mit dem Spannungsfeld zwischen Kundenerlebnis, Regelkonformität und operativer Umsetzbarkeit

Arbeitsweise & Fähigkeiten - Ausgeprägtes Qualitäts- und Prozessverständnis - Erfahrung in der Qualitätsprüfung (QA) von Tickets und Gesprächen - Grundlegende Datenaffinität (z. B. Analyse von Ticketqualität, Reaktionszeiten, Eskalationen) - Strukturierte, analytische und verantwortungsbewusste Arbeitsweise

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