• Oversee the development (currently in progress) and implementation of quality assurance program to monitor and improve the performance of the call center colleagues across all customer service channels.
• In partnership with Team Leaders, provide actionable feedback to agents and based on QA findings to enhance service delivery.
• Identify, share and implement employee and process trends for training, procedure, system and product enhancements.
• Develop and distribute management reports detailing individual and process performance.

• Partner with other Training design and delivery teams to execute onboarding training programs for new employees.
• Develop and deliver ongoing training for existing employees on new products, services, tools, and updated customer service techniques.
• Work closely with team leads to identify individual and team-wide training needs based on QA results and performance reviews.

• Lead the creation, documentation, centralization, and communication of standard operating procedures (SOPs) for the customer support team.
• Manage the change control process, working closely with internal stakeholders to ensure that all procedural updates are implemented smoothly and without disrupting service.

• Identify opportunities for process optimization and lead initiatives to improve Customer service workflows, reduce handling times, and enhance customer satisfaction.
• Develop and maintain a change management framework for introducing new procedures or modifying existing processes, ensuring minimal disruption to operations.

• Financial Service background is mandatory.
• Bachelor’s degree in Business, Operations, Customer Service, or a related field (preferred).
• Proven experience (5+ years) in a call center environment, with at least 2 years in a management or supervisory role.
• Strong process management experience in at least one or more of quality assurance, employee training, and process management.
• Excellent communication, leadership, and problem-solving skills.
• Experience with CRM systems, call center software, and quality monitoring tools.
• Prior experience with Zendesk is preferred.

• Flexible working hours and 28 vacation days.
• Employee Development Budget of $2,200 and 4 full training days per year.
• Access to Babbel for continuous learning.
• Company 401k contribution of 5%.
• Healthcare coverage contribution, including medical, dental and vision.
• Commuter benefits and flexible working from home policy.
• Regular team events and yearly Summer and Winter Party.

Raisin is the trailblazer in the savings and investment space. Founded in 2012, the fintech company started by opening the $95+ trillion deposits and investments market of the European Union, the United Kingdom and the United States to consumers. Today, Raisin serves more than one million customers in these three markets, offering savings products as well as investment and pension products. This makes the Berlin-based fintech one of the leading global savings and investments marketplaces. Savers get a wider choice of attractive products with the ability to move their money freely. In addition, financial service providers get best-in-class marketplace solutions for their customers, and banks get better access to retail funding. Raisin operates its own B2C marketplaces in Europe and the U.S. under the brands Raisin, WeltSparen and ZINSPILOT.

In Germany, the company offers ETF-based investment and retirement products, Private Equity and Crypto investments, and savings products. Raisin works with over 400 banks and financial service providers from over 30 countries. Raisin has €50 billion AuA and generated over €1 billion in interest for its customers worldwide. Raisin is backed by renowned international investors such as b2venture, Deutsche Bank, Goldman Sachs, Greycroft, Headline, Index Ventures, Latitude Ventures, Orange Ventures, PayPal Ventures, Top Tier Capital Partners, Ribbit Capital, Vitruvian Partners and M&G.

The company has offices in Berlin, Frankfurt, Hamburg, Madrid, Manchester, Munich and New York.