Quality Manager - Communication Services with German

Good Job! Good Life!

The HeadHunter Group is an innovative Staffing and Recruiting Company with HQ in US, Dover, Delaware, operating in Canada, Albania, Kosovo, Montenegro, North Macedonia, Bosnia & Herzegovina, Bulgaria, Serbia, Cyprus, Greece. We offer the newest mentality in the staffing industry and our core business is centered around Candidates and Clients.

For our client, an outsourcing company specializing in customer service and business process outsourcing (BPO), we are looking for an experienced Quality Manager - Communication Services with German (1) to join their team in Prishtina, Kosovo.

As a leading provider of communication services, our client is dedicated to delivering high-quality, customized solutions to well-known clients across various industries. With a strong emphasis on customer satisfaction and continuous improvement, our client foster a culture of professionalism, commitment, and service excellence. The ideal candidate for this position will play a key role in further developing quality standards and driving process optimization across the organization.

Job Responsibilities:

Develop, implement, and monitor quality standards in customer service operations

Analyze customer interactions to ensure high service quality

Conduct quality assurance measures such as call monitoring, coaching, and feedback sessions

Design and execute training programs for customer service staff

Create and implement strategies for continuous improvement of customer satisfaction

Collaborate with other departments to optimize internal workflows

Prepare reports and analyze KPIs to evaluate service quality

Job Requirements:

Proven experience in quality management, ideally within Customer Care / Call Center environments

Excellent command of German (C1/C2); additional languages are an asset

Strong analytical thinking and structured working style

Confident use of common call center and quality management tools

Strong communication, coaching, and moderation skills

Experience in KPI tracking, reporting, and process optimization

High self-initiative and solution-oriented mindset

What our client offers?

A responsible role with room to shape and develop

A dynamic team and modern work environment

Opportunities for further training and career development

Note: Please note that only shortlisted candidates will be invited for an interview.

Our client offers equal opportunity for everyone, and no person shall be discriminated against on the grounds of age, gender, sexual orientation, disability, nationality, ethnic background, race, skin color, religion or ideology, political persuasion, social background or marital status.