Expert Training & Quality Excellence - Global Customer Care (m/f/d)

Mediamarkt; Ingolstadt; Hybrid; EUR 70,000 - 100,000; Full time

Job summary

MediaMarktSaturn Plattform Services GmbH in Ingolstadt is seeking a Quality & Training Lead to shape global training and quality standards across 11 European markets and external vendors. You will own COPC-aligned quality frameworks and lead development of training strategies and measurement.

The role covers AI-enabled customer care, human and AI interaction governance, vendor performance, and continuous improvement to raise customer experience and operational excellence globally.

Qualifications

• COPC certification required with practical application
• Several years of hands-on experience in Contact Center Quality Management and Training
• Experience designing and governing global quality frameworks, scorecards and sampling methodologies
• Experience developing training strategies and measuring training effectiveness
• Practical understanding of AI-enabled Customer Care and quality evaluation frameworks
• Strong knowledge of customer care KPIs, quality, performance, efficiency and resolution metrics
• Strong analytical, communication and stakeholder management skills
• Fluency in English (mandatory); German is an advantage

Responsibilities

• Act as a customer ambassador to create memorable "Wow" moments for customers
• Define and govern global training strategies, frameworks and standards across 11 European markets and external vendors
• Own the global Human Agent Quality Framework, including scorecards, evaluation criteria, sampling methodologies, calibration and COPC alignment
• Establish and govern the global AI Quality Framework across conversational AI and automated interactions, covering accuracy, relevance, resolution quality, compliance and human handover effectiveness
• Oversee end-to-end quality governance across human, AI and human-AI interactions to ensure consistent standards and CX outcomes
• Govern vendor quality and training performance through KPIs, reviews, analytics and structured improvement plans
• Provide AI quality assurance across the lifecycle, including pre-launch validation, post-launch monitoring and ongoing evaluation with internal stakeholders
• Translate quality insights into targeted improvements across training, processes, knowledge and AI solutions, ensuring measurable impact on CX and operations
• Align globally and share best practices across 11 European markets and vendors to strengthen training, quality maturity and CX excellence

Skills

COPC certification

Quality management

Training development

AI quality evaluation

KPI knowledge

Stakeholder management

English fluency

Education

Bachelor’s or Master’s degree in business administration, psychology, HR, quality management or related field

Job description

Your Tasks

• Acting as a customer ambassador (m/f/d) to create memorable "Wow" moments for our customers
• Definition and governance of global training strategies, frameworks and standards across all 11 European markets and external vendors
• Ownership of the global Human Agent Quality Framework, including scorecards, evaluation criteria, sampling methodologies, calibration and critical-error definitions, ensuring alignment with COPC standards
• Establishment and governance of the global AI Quality Framework across conversational AI and automated customer interactions, covering accuracy, relevance, resolution quality, compliance and human handover effectiveness
• End-to-end quality governance across human, AI and human-AI interactions throughout the customer journey, driving consistent evaluation standards and customer experience outcomes
• Governance of vendor quality and training performance through KPIs, performance reviews, analysis and structured improvement plans
• AI quality assurance throughout the solution lifecycle, including pre-launch validation, post-launch monitoring and continuous evaluation in collaboration with internal stakeholders
• Translation of quality insights into targeted improvements across training, processes, knowledge and AI solutions, ensuring measurable impact on customer experience and operational performance
• Global alignment, continuous improvement and best-practice sharing across all 11 European markets and vendors, strengthening training effectiveness, quality maturity and overall Customer Care excellence

Your Profile

• Bachelor's or master's degree in business administration, business psychology, human resources, quality management or a related field
• Mandatory COPC certification with in-depth knowledge and proven practical application of COPC standards
• Several years of hands-on experience in Contact Center Quality Management and Training, preferably within outsourced, multi-vendor environments
• Proven expertise in designing and governing global quality frameworks, scorecards, sampling methodologies, calibration and vendor governance
• Wxperience in the development oftraining strategies, frameworks and measuring training effectiveness
• Practical understanding of AI-enabled Customer Care and conversational AI quality evaluation and frameworks
• Strong understanding of customer care KPIs, including quality, performance, efficiency and resolution metrics
• Strong analytical, communication and stakeholder management skills, with the ability to challenge external vendors and drive improvements globally
• Fluencyin English (mandatory); proficiency in German is an advantage

About Us

As part of Global Customer Care, this position serves as the global functional owner for Training & Quality Excellence across our 11 European markets and external vendors. Close collaboration with our country organizations, BPO partners and internal stakeholders ensures consistent training standards, robust quality governance and continuous improvement across human and AI-enabled customer interactions.

Key responsibilities include translating quality insights and performance data into actionable improvements, challenging our vendors to deliver against global standards and driving a consistent approach to customer experience and operational excellence. The connection of training effectiveness, human and AI quality and continuous improvement contributes to shaping the future of our global Care organization.

Our best solutions arise when diverse perspectives come together. Diversity is key to achieving our vision of becoming the Experience Champion in Consumer Electronics. We value diversity, promote equal opportunities, and foster inclusion - join our team!

Additional Benefits

Job Infos

Location:Ingolstadt

MediaMarktSaturn Retail Group

Department:HQ - Customer Experience & Customer Care

Entrylevel:Professional Level

Type of Employement:Full Time

Working Hours:37,5

Persona:Job Requisition HQ Employee