Senior Quality & Knowlegde Specialist

What exciting things are you going to do?

At MediaMarkt, we believe in innovation, growth, and excellence. As a dynamic company, we are always looking for ways to take our services and products to the next level. Are you someone who lives and breathes quality and loves to inspire others? If so, we want you on our team! We are looking for a passionate and experienced Senior Quality and Knowledge Specialist to elevate our customer care operations to new heights.

As a Senior Quality & Knowledge Specialist, you will play a crucial role in our organization to ensuring that our customer service teams deliver top-tier service. You'll ensure that our quality standards are upheld and that our team has the knowledge and skills to excel. Your responsibilities will include:

• Being responsible for monitoring the quality of interactions.
• Developing and enhancing quality processes.
• Conducting internal audits to ensure all scripts are running smoothly.
• Designing and delivering impactful training programs & script changes.
• End responsible for the Customer Care tooling set-up & optimization.
• Collaborating continuously with colleagues across various departments to optimize our services.

Interested candidates are invited to submit their resume detailing their experience and qualifications. Applications should be sent via the apply button. We will review your application and respond within 10 working days. We can’t wait to meet you!

Let's build the future of quality together!

Who are you?

Next to being a nice colleague to work with, you:

• Have great experience in a quality assurance role(s) within customer care, preferably in the retail industry.
• HBO work and thinklevel.
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Strong communication and interpersonal skills, capable of motivating and coaching teams.
• Proficiency in customer care tools and quality monitoring systems.
• Ability to design and deliver engaging and effective training programs.
• Fluent in Dutch and English (written and spoken). French is a plus.

What's in it for you?

• A fantastic workplace in 'De Rotterdam' with an amazing view of the Rotterdam skyline
• The option to work hybrid (60/40)
• A phone which you can use for personal use
• 20% discount on your MediaMarkt purchases
• 30 holidays
• Pensionplan