eBay Customer Service Senior Quality Manager in Madrid, Spain

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We are currently looking for a Quality Manager to join our Customer Service Team. This position will be responsible for managing and coordinating the following areas: Training, QA Control, Social Media, Office of the President (Paralegal) and Post-Sale, managing and implementing activities to achieve company objectives of quality, efficiency, customer service excellence while sustaining a culture of continuous improvement. The ideal candidate will have strong team leadership skills, a hands-on management style and interface well with the high expectations of our customers. Additional responsibilities include:

  • Ensure all internal,and external non-conformances are tracked with measurable progress of corrective actions in a timely fashion.

  • Produce, and report, Quality metrics and Key Process Indicators (KPI’s) as required by the QMS

  • Manage internal audit programs to establish consistent adherence to all QMS and Regulatory requirements.

  • Administration of Corrective and Preventative Action (CAPA) system

  • Lead and develop a quality team with skills and abilities to become a true service organization to support all customer service teams in training and technical troubleshooting to achieve company goals and objectives.

  • Develop and provide training to CS employees and other stakeholders as required.

  • May work on special projects/assignments upon request.

  • Be able to lead / sponsor / manage all aspects of Continuous Improvement programs to meet defined objectives and goals.

  • Job Requirements- Bachelor’s or Master’s degree, or equivalent- Fluent in English. Additional languages is a plus.- Analytical skills

EXPERIENCE

  • More than 5 years experience in Customer Service Quality departments minimum. Desired more than 10 years experience

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eBay Inc. is an equal opportunity employer, dedicated to workforce diversity. All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability or long term unemployment circumstances. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.