If you make hearts beat faster, your own has to be in the right place.

Quality Analyst Customer Service (f/m/d)

We want to build Porsches’ Customer Interaction Center (CIC) in Berlin together with you. At the CIC we want to create something new and innovative to inspire the customer experience of the Porsche brand. You may think of it as a call center – but way better! You are an essential part of Porsches customer success, so you might as well call yourself a Porsche Ambassador.

Do you “speak” Porsche? Because we are looking for passionate Quality Analysts who seek to revolutionize Porsches’ customer service.

You can find more information about the Porsche Customer Interaction Center here

WHAT YOU WILL DO

  • Independent analysis of agent interactions with customers such as calls, emails or live chats as well as customer service cases
  • Identification of overall quality gaps and coordination of definition and implementation of measures for identified gaps with team leaders and trainers
  • Development of plans to continuously improve agent performance and if required, coaching of agents incl. goal setting
  • Preparation, realization and wrap-up of calibrations or quality workshops
  • Documentation of quality gaps, measures and roadmaps to constantly increase service quality
  • Preparation and presentation of quality reporting
  • Development, realization and analysis of customer surveys and mystery activities as well as identification of customer follow-up activities

WHO YOU ARE

  • Well-structured and accurate analyst with several years of experience in quality management, ideally in the automotive sector
  • Excellent communication skills, both verbal and written, are a must
  • Proficient in German/Spanish + English
  • Proficiency with MS Office (Excel, Word, PowerPoint, Outlook)
  • Personality: motivated, communicative, open, and empathetic, but also assertive
  • Working style: respectful, proactive, customer oriented

WHAT COMES NEXT

You’ve made it this far, so don't keep waiting - apply directly!

We will review your application and get in touch with you as soon as possible. Only two interviews until you can get started at our Customer Interaction Center in Berlin!

In the meantime: Check out our new Porsche Digital Website to get an impression of what our hearts beat for: www.porsche.digital 

We look forward to receiving your application and hopefully getting to know you better soon.

** We invite FLINTA and BiPOC to apply and join us **