Operations Quality Manager (m/f/d)

About:
Chrono24 is the world’s leading online marketplace for luxury watches, connecting buyers and sellers across 100+ countries. Trust and service quality are at the core of our brand and Operations plays a key role in delivering a premium, consistent customer experience at scale. 

To strengthen our quality standards across all customer-facing operations (internal teams and BPO partners), we are hiring an Operations Quality Manager. In this role, you will design and run our quality management system, establish measurable standards, and drive continuous improvement across Customer Care and Support. You report directly to the Director of Operations and work closely with Customer Care leadership, Training & Knowledge, Partner Management, Product & Tech, and Data/BI. 
Note: This position offers flexibility to be based remotely from anywhere within Germany but will require some travel to our headquarter location in Karlsruhe (ca. 6–10x per year, covered by Chrono24).

What you can expect:
• Quality management system & standards: Design, implement, and continuously improve a scalable QA framework (rubrics, policies, critical error definitions, calibration routines) across all channels and regions. 
• Audit & monitoring program: Build and operate a structured audit program for tickets, chats, and calls, covering internal and BPO teams, ensuring adherence to process, tone, compliance, and resolution quality. 
• Data-driven improvement: Analyze quality results and operational data (e.g., CSAT/NPS drivers, FCR, SLA adherence, AHT, recontacts, escalation rates) to identify root causes and translate insights into action plans. 
• Coaching enablement & feedback loops: Define clear feedback mechanisms to improve agent performance (individual and team-level), partnering with Team Leads and Training to implement targeted coaching and learning interventions. 
• Knowledge & communication quality: Identify communication weaknesses (clarity, empathy, consistency, accuracy) and drive improvements via templates/macros, knowledge base updates, and standardized messaging. 
• Partner quality governance (BPO): Set quality expectations for BPO partners, run regular calibrations, track performance against targets, and support improvement plans including corrective actions where needed. 
• Cross-functional collaboration: Work with Product & Tech on tooling improvements (e.g., Zendesk workflows, AI/automation, auto-QA), and with Legal/Compliance to ensure quality standards include regulatory requirements. 
• Executive reporting: Establish and maintain quality scorecards and dashboards; prepare concise updates for Operations leadership and steering committees.

What sets you apart:
• 3+ years of experience in Quality Management, Customer Operations, Customer Support Excellence, or a comparable role (experience in e-commerce/marketplace and/or BPO environments is a plus). 
• Proven ability to build and run a structured QA program (rubrics, sampling, calibration, coaching loops) across multiple teams and channels. 
• Strong analytical mindset: you can translate operational and quality data into root-cause insights and measurable improvements. 
• Strong communication skills: you can define quality standards that work globally and align stakeholders with clarity and pragmatism. 
• Experience collaborating cross-functionally with Training/Knowledge, Product/Tech, and Partner Management to implement process and tooling improvements. 
• Proficient in Microsoft Office (especially Excel and PowerPoint); experience with BI/reporting tools (e.g., Qlik/Tableau/Looker) and ticketing systems (e.g., Zendesk) is a strong plus. 
• Very good command of the English language. 

If you’re excited to improve customer experience through measurable quality and scalable operational excellence, we’d love to hear from you.

What we offer:
• A responsible position in a dynamic, international company
• A modern work environment with flexible working hours and the option to work from home
• Benefit app: Our benefit app gives you full flexibility. Whether for sports activities, childcare subsidies, or as a flexible mobility budget—with a monthly allowance of €80 per person, you can use and customize the benefits according to your needs!
• Free lunch: Enjoy a free lunch to keep you energized for the rest of the day. Delicious food that brings the team together—another reason to look forward to your lunch break!
• Permanent contract: With a permanent contract, we offer you security and long-term career prospects. We believe in long-term collaboration and your growth!
• 30 days of vacation: Enjoy a healthy work-life balance with 30 days of vacation per year to recharge and find new inspiration. Your time is valuable—use it as you wish!
• Additional days off on December 24th and 31st: Look forward to extra days off on December 24th and 31st to fully enjoy the holidays. More time for family, friends, and festive preparations!
• Work from abroad for up to 20 days per year: Take advantage of the opportunity to work from abroad for up to 20 days a year and discover new cultures.