Senior Customer Service Quality Manager, Raisin
More information about location
Open banking for deposits and savings
Be an early applicant
Open banking for deposits and savings
501-1000 employees
Be an early applicant
More information about location
501-1000 employees
Company mission
To break down barriers and facilitate a transparent single market for savings and investment products.
Role
Who you are
- University degree or equivalent experience in a related field
- 2+ years of experience in customer service quality assurance, analytics, or a related role
- Strong proficiency in MS Office (Excel, Word, PowerPoint) and Google Suite (Sheets, Docs, Drive)
- Experience with Zendesk ticketing system required; experience with other extensions of the Zendesk system (i.e. Zendesk QA) beneficial
- Ability to work with data visualization and reporting tools e.g Looker
- Excellent analytical skills with the ability to interpret data and provide actionable insights
- Experience in developing and implementing quality management processes
- Strong attention to detail and ability to identify trends and areas for improvement
- Excellent English and good Dutch or German or Italian language skills is desired. Other European Languages e.g, Spanish, Polish, Finnish, French are a plus
- Strong communication skills, both verbal and written
- Ability to provide clear and constructive feedback to customer service representatives
- Experience collaborating with multiple stakeholders across different teams
- Detail-oriented with the ability to work independently and in a team environment
- Ability to adapt to a fast-paced environment and manage multiple priorities
- Proactive and eager to drive continuous improvement in customer service quality
What the job involves
- Raisin’s CS Quality team focuses on three core pillars: firstly, they ensure compliance by conducting audit-related checks for our servicing banks, while meticulously documenting quality control processes
- Secondly, their responsibility involves root cause analysis, entailing thorough error reporting, examining customer pain points, and addressing internal issues to enhance overall service quality
- Lastly, the team is dedicated to maintaining quality KPIs by consistently monitoring service quality, calibrating standards, and leveraging data analysis to drive continuous improvement initiatives
- Quality Management:
- You help develop and implement quality assurance standards, evaluation criteria, and feedback loops
- You conduct quality evaluations of customer service interactions based on internal standards, accompanying results with constructive feedback
- You lead calibration sessions to maintain consistency in internal evaluations
- You conduct quality evaluations of customer service interactions based on internal standards, accompanying results with constructive feedback
- You ensure the implementation of and adherence to quality improvement actions and track their success, initiating corrective actions where necessary
- Strategy & Process Improvement:
- You develop, implement, and refine quality management processes for customer service
- You support the set-up and optimization of a new quality management software, utilizing it to monitor, assess and improve service quality
- You derive concrete recommendations for action (i.e. mapping the need for training or process improvement) that help us sustainably increase our service quality
- Data Analysis & Reporting:
- You collect, analyze, and interpret data related to CS metrics (i.e., AHT, CSAT) and turn raw data into meaningful, data-driven insights to identify trends, patterns, and areas for improvement
- You generate, analyze, and maintain comprehensive reports on the quality performance of team projects and communicate findings to relevant stakeholders
- You work with cross-functional teams to enhance customer service strategies based on data insights
- Collaboration & Training:
- Your strong stakeholder management skills enables you to collaborate effectively with internal and external stakeholders
- You liaise with other departments to address quality-related issues, share insights, and contribute to process improvements
- You lead by example in promoting a strong quality-oriented culture, encouraging a commitment to delivering exceptional service at all touchpoints
- You develop programs to educate colleagues on quality standards, best practices, and compliance requirements
Our take
Raisin is transforming open banking in the deposits and investments sector, leveraging its infrastructure to benefit bankers and savers in the global $50+ trillion deposit market. The company operates several B2C platforms, including Raisin, WeltSparen, Savedo, and ZINSPILOT in Europe and the UK, and SaveBetter in the US.
Raisin collaborates with around 400 banks globally, serving over 550,000 direct consumers. Backed by PayPal, Deutsche Bank, and Goldman Sachs, Raisin plans to expand further. Recently, Raisin launched its deposits platform in Poland, connecting Polish savers with European banks via its cross-border savings technology. This platform simplifies access to diverse deposit products across Europe, enhancing safety and convenience.
In late 2023, Raisin announced it had reached €50 billion in assets under administration, with significant growth in markets like Germany, the UK, the Netherlands, and the USA, and over €1 billion in net inflows each quarter in 2023.
Freddie
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Mar 2023
$62.7m
LATE VC
Jan 2022
$31.4m
CONVERTIBLE
Total funding: $287.4m
Company benefits
- Visa & Relocation Support
- 1,700 EUR Training Budget
- Free Choice of Hardware
- Beginner German Classes
- Food & Drinks
- Flexible working hours, home office and 28 vacation days
- Subsidised Urban Sports Club Membership
- Company Pension Scheme
- Team Events
Company values
- Assume responsibility for results - We focus on delivery to achieve our objectives. We take pride in personal ownership and accountability for our work. We reliably deliver results along set targets
- Act entrepreneurially - We centre simplicity and identify opportunities for growth. We treat our company’s resources as if they were our own
- Step up, challenge and commit - We act courageously, respectfully challenging decisions, asking for and giving constructive feedback. Once a decision is determined, we commit to it
- Inspire your team and beyond - We put a positive attitude, great team spirit and integrity at the core of every interaction. We foster diversity and respect different opinions. We embrace challenges and have a desire to constantly grow and improve our own capabilities as well as these of our colleagues
- Focus on your customers - We build value for our customers. Earning and keeping their trust is key to our success
Company HQ
Wrangelkiez, Berlin, BE
Articles
Leadership
Tamas Giorgadse
(CEO)Previously served as a Partner at McKinsey, and is a Non-Executive Board Member of the Bank of Georgia.
Dr Frank Freund
(CFO)Previously worked as a Senior Consultant at McKinsey.
Michael Stephan
(COO)Previously worked as a Consultant at McKinsey.
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