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Quality Assurance Manager (m/f/d)

Vacancy details

General information

Reference number


Job details

Job title

Quality Assurance Manager (m/f/d)

Who we are

We are a global mobility provider with headquarters in Europe and the United States. Since 2013, we have changed the way millions of people have traveled, offering new alternatives for convenient, affordable and eco-friendly travel. Thanks to a unique business model and innovative technology, we have quickly established one of the largest long-distance mobility networks in the world – and our journey has just begun

To support our ambitious growth, we are now looking for a Quality Assurance Manager (m/f/d) in Berlin starting as soon as possible.

Your tasks - Paint the world green

• Create and implement the Quality Assurance (QA) strategy that supports growth and compliance readiness
• Effectively deliver QA business objectives
• Monitor and report on quality metrics, deep dive and identify impacts on performance
• Assist with compiling, analyzing and driving First Contact Resolution (FCR) improvements
• Define and improve quality procedures in conjunction with various stakeholders (i.e Customer Service)
• Secure transparency on major KPIs by gathering and analysing relevant data
• Improve data models through strong reporting
• Develop and implement scalable and automated quality assurance tools to measure Voice / Non – voice quality, language skills etc.
• Bring in ideas on how to optimize quality processes and testing tools
• Recommend, own and drive performance improvement areas
• Work with our E-learning team and support internal learning improvements
• Conduct data mining and analysis

Your Profile - Ready to hop on board

• You have several years of professional experience in customer service, preferably in an operational, analytical or quality assurance (QA) role.
• You are an excellent communicator
• You have great presentation skills
• You are highly analytical, with a proven ability to analyze large amounts of data from various data sources
• You can identify root cause/drivers of performance and identify implications for service delivery.
• You are able to work under time pressure as part of a team, but also handle well individual responsibilities and expectations
• You have excellent knowledge of MS Office
• You possess experience in project management
• You build lasting and effective relationships which focus on both internal and external stakeholders
• You have a full professional knowledge of English (any European language is a plus - especially French)
• You are customer oriented and passionate about customer service
• Good to have: passion for IT and the digital world
Good to have: Customer Service/Care experience

Perks - More than just a job

• Have an impact. With innovation and smart technology, we are changing the way people travel, and you too can have an impact on this ride.
• Trust-based working. We don't punch the clock – organize your own schedule. We trust in what you do!
• Push boundaries. Everyone is equally important and works together on uncharted challenges alongside inspiring colleagues from all over the world.
• Fun at work and beyond. Discover the world with your free FlixBus rides and join our regular team events – there's always something to celebrate!
• Feel at home. We provide you with a laptop, comfortable working space, free drinks, casual dress code, diverse employee discounts and more.

Job location

Job location

Germany, Berlin

Candidate criteria

Minimum level of qualification required


Minimum level of experience required

3-5 years


English (Full professional proficiency)

Further information

Contact person

Niclas Bohn

Position start date

as soon as possible