Senior Quality Manager, Customer Care
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Job Description
Senior Quality Manager driving quality improvements in customer care at Swisscom. Utilizing modern methods and data-driven management for customer satisfaction.
Responsibilities:
- Responsible for the strategy, implementation and monitoring of local and centralized initiatives to improve quality, with a focus on the recommendation rate (tNPS)
- Ensure a learning and feedback loop from customer surveys and create incentives to enhance customer satisfaction within Customer Care
- Central monitoring of tNPS insights together with the QM team, and preparation of decision materials and clear action recommendations for various management reviews
- Help shape the transformation toward data-driven quality management through the use of AI
- Support and analyze customer interactions, and operate and further develop quality management tools and processes to promote customer satisfaction and employee competence
- Provide strategic governance and operational quality assurance through effective stakeholder management, implementation of targeted QM measures and close coordination with line and support organizations
Requirements:
- University degree (FH/University) or equivalent practical experience in business administration, business informatics or related disciplines
- Several years of experience in key positions in quality management or in cross-functional roles within customer-centric industries
- Strong ownership mindset in driving initiatives, setting clear priorities and ensuring sustainable results
- High conceptual, visual and analytical skills to structure and present complex issues at management level
- Holistic understanding of metrics, their interpretation and how they link to operational and strategic goals for targeted management of quality performance
- Strong affinity for data- and AI-based approaches to foster innovation and digital transformation
- Excellent communication skills; confident and persuasive when engaging with steering and leadership levels
- Flexible, reliable and independent working style, with very good German and English; additional national languages are an asset
Benefits:
- Flexible working hours
- Pleasant working environment
- Financial benefits
- Exciting opportunities for professional development
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