Vollzeit
Qualitätssicherung & Testing
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
Fluency in English (mandatory); proficiency in German is an advantage
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!
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
Recruiter: Hanna Prüschenk
Recruiter: Hanna Prüschenk
For us "Let's Go!" is not just a slogan, it is an attitude. We love technology and we want to excite. We have fun and want to inspire. Our customers and our teams. That’s why we are looking for people who share this spirit. People who are passionate about creating the shopping experience of the future together with 50.000 colleagues across Europe.
International teams & exciting tasks 30 days vacation & company pension plan Employees discount & Fitness Collaborations Training & Education Open corporate culture & Teamwork Mobile work (50/50)Ready? We are looking forward to receiving your application!
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