Team Lead Control & Quality (m/w/d)
Core
Ensuring and developing operational standards, quality, and control processes for service quality and efficiency.
Role type
Team Lead, Operations Control & Quality
Builds
Operational standards, quality control processes, and service efficiency improvements
Domain
Insurance / Operations / Quality Assurance
Deliverable
dashboards & analysis
Required skills
Process management, Trend analysis, Risk reporting, Budget planning, KPI development, Contact center forecasting, Change management, Team leadership, Data analysis, Stakeholder management
Preferred skills
Experience in insurance, service, or operations environments, English proficiency
Technologies
Data analysis and reporting tools
Responsibilities
Ensure compliance with corporate guidelines and promote company values, Create trend analyses and risk reports, Participate in budget planning and cost monitoring, Develop and monitor KPIs for operations claims, Forecast external contact center capacity, Coordinate policy changes and strategic projects, Develop quality and customer feedback instruments, Manage management and planning tools, Lead and develop the team, Drive change and transformation processes
Seniority
Senior, hands-on IC with team leadership