Job Description
As global quality & knowledge specialist, you are responsible for quality & knowledge management for your markets. You are responsible for collaboration with both In-house and Out-sourced operations, maintaining and increasing CS global quality. We are looking for a specialist with strong analytical skills and a business mindset that contributes to delivering excellent customer service. You also have a good understanding of Quality and Knowledge in Customer services.
This position is to be located in Nuremberg, Germany.
Key responsibilities include:

• Maintain and control quality assurance processes and standards.
• Analyze performance data to identify trends and areas for improvement.
• Lead the quality and knowledge management processes for both in-house ad outsourced teams.
• Work closely with in-house and outsourced operations teams to ensure alignment on quality and knowledge management initiatives.
• Implement knowledge management best practices and tools.

Qualifications
This is an opportunity for an open-minded, inspirational, communicative, forward-thinking team player with a strong business mindset in line with the H&M values. We ask you to be yourself, drive results, work towards goals and go for it with everything you’ve got. We want you to bring a flexible mindset and being confident in your own skill and daring to take decisions.
Besides your personality we see that:

• Strong coordinating skills with ability to oversee multiple workstreams.
• Exceptional analytical and quantitative problem-solving skills
• Experience in training and quality in a customer service center.
• Excellent communication and presentation skills
• You have an insight driven approach to business growth, where you take responsibility and are accountable to deliver results in line with vision and goals.
• Familiarity with data management and visualization systems such as Power BI.
• Advanced Microsoft Excel, Power Point, and Word capabilities
• Inclusive, positive, open to feedback, willing to multitask and learn on the job.
• You are a strong communicator with great ability to influence others and collaborate on a shared vision.
• Excellent communication skills in English and German, both written & spoken.

Additional Information
This is a fulltime permanent position, starting according to agreement. The role is based in Nuremberg, Germany. If you feel that your experience, skills and ambitions are a match, send us your application through the career site, no later than the 25th of October 2024, 12:00 PM.
Note that due to GDPR we only handle applications via our career site.
Benefits
We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here.
In addition to our global benefits, all our local markets offer different competitive perks and benefits. Please note that they may differ between employment type and countries.
Inclusion & Diversity
At H&M Group, we’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people that share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, on what we perceive possible and on how we choose to relate to our colleagues and customers all over the world. Hence all diversity dimensions are taken into consideration in our recruitment process.
We strive to have a fair and equal process and therefore kindly ask you not to attach a cover letter in your application as they often contain information that easily can trigger unintentional biases.
Company Description
H&M Group is a family of brands; H&M, COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET and Afound. At H&M Group, our people are the driving force behind our commitment to creating meaningful growth and more sustainable lifestyles. Help us re-imagine fashion and together we will re-shape our industry. Learn more about H&M Group here.