Quality Manager (m/w/d)
Core
Resolve complex B2B customer complaints, identify churn risks, and drive process improvements to stabilize customer relationships.
Role type
Senior B2B Customer Retention & Quality Manager
Builds
Sustainable solutions for high-value B2B accounts and improved customer retention processes
Domain
B2B Services / Customer Success
Deliverable
client delivery
Required skills
Complex case resolution, B2B complaint management, churn analysis, process improvement, stakeholder negotiation, commercial acumen, CRM proficiency
Preferred skills
Salesforce experience, cross-functional collaboration
Responsibilities
Steer complex B2B complaint cases from analysis to resolution, develop solution proposals balancing customer needs and business interests, analyze complaint patterns to identify root causes, identify process weaknesses and implement quality standards, collaborate with Sales and Account Management to prevent churn