Quality Customer Service Lead, Porsche Digital

• Do you "speak" Porsche? Because we are looking for a passionate Quality Lead who seek to revolutionize customer service of Porsche
• Well-structured, analytical and accurate analyst with several years of experience in international Quality Role, ideally in the automotive sector
• Excellent communication skills, both verbal and written, are a must
• Proficient in English and German
• Experience in Customer facing industries (e.g. retail, hotel...) in luxury would be a plus
• Worked in “six sigma” environment (first belt should be known & achieved)
• Experience in conceptional (strategy) work
• Personality: global mindset, team player, communicative, open, and empathetic, but also assertive
• Willingness to come to the office 4 days a week

• Together with you, we want to create a first-class customer experience in the Customer Relations Hub. You think of a call center - but much better!
• You are an essential part of Porsche's customer success, so you might as well call yourself a Porsche ambassador
• Coordination and decision of Quality Topics between all hubs as well as between Customer Relations Hubs (CRH) and Porsche AG (PAG)
• Professional leadership of QAs (incl. ensuring 1:1 communication with QAs, identification of improvement topics, ensuring operational QA tasks/ calibrations are done)
• Definition and monitoring of communication and Quality Processes
• Definition CRH Quality Strategy & Concept in alignment with PAG
• Innovation & Technology: Define objectives, identify & implement improvement topics and technology driven efficiencies
• Ensuring a constant information exchange & alignment between Training & Quality Lead
• Ensuring Quality reporting standards incl. KPI measuring and definition of improvement measurement
• Support in operational quality topics (e.g. evaluations of customer experts)

The automobile industry has long since been dominated by vehicles powered by petrol or diesel with no bells and whistles, but as technological innovation changes the rest of the world, the automobile industry has been similarly affected. Electric cars are becoming commonplace, charging points are becoming increasingly common and the way we purchase and interact with our cars is becoming digital, and it is important for car producers to recognise this and future-proof their brand.