Team Lead Quality - German Speaking (m/w/d)

About Klarna

Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 250,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 4000+ employees from 100+ nationalities.

Are you passionate about service, communication and data analysis? Are you an engaged problem solver who loves to help other people grow in their role? Do you love working towards KPIs and improvement opportunities? Sounds like you? Great, keep on reading as we have the perfect opportunity for you. We are looking for a fluent German speaker to join the Quality DACH team in an expert role.

As a Quality Expert you are at the heart of our mission and you will need to be both hands-on with projects as well as experienced with higher-level strategies to develop team competences. You are ready to lead your team and stakeholders through exciting times of change by coaching and engaging them in everyday quality quests. 

At Quality DACH we drive consumer satisfaction by being the local experts in consumer-facing interactions. We leverage market data analysis and quality standards to provide strategic insight and innovative solutions for the DACH market. Overall, we work within the framework defined for quality globally.

What you will do:

  • You are a role model for Klarna´s leadership principles.
  • You are a driving force in proactively delivering overall high quality.
  • You are a subject matter expert when it comes to routines and customer journey excellence as well as overall market trends.
  • You work at least 30% of the time with delivery to keep your finger on the pulse of ongoing issues within your team and the needs of our customers.
  • You contribute to meetings with service partners or internal stakeholders to ensure we meet our quality goals.
  • You benchmark and look into research outside of Klarna to further develop team skills.
  • You analyze quality and operational data to identify trends and improvement opportunities.
  • You initiate and deliver improvement projects. 
  • You take over 1-1 talks, new hire follow-ups, performance enablement talks and the hiring process for your team.

Who you are:

  • You need to be a driven and flexible individual who has a strong interest in service, communication and data. 
  • You also have the ability to work with different stakeholders, under pressure, with deadlines and are not afraid of changes.
  • You love being a part of your team members’ growth in their roles.
  • You are a true leader with experience from working as a team manager, project leader or similar. 
  • We welcome applicants of any gender, age and from all backgrounds.

You should also have:

  • A service and customer-focused mindset. 
  • Working proficiency and communication skills in verbal and written English and German. 
  • Data analysis skill. 
  • Team leadership and stakeholder management skills. 
Please apply as soon as possible since selection and interviews are held continuously.

Klarna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. Please refrain from including your picture and age with your application.