Senior Quality & Knowledge Specialist - Dutch speaker

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.

Who are 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.

About MediaMarkt

We are number one in Benelux and Europe. We influence how people experience and use technology. We make the difference. We are there for our customers, through all channels. We explain, inspire and enthuse. We are always on the move. Together with our great employees, we create the shopping experience of the future.

"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!"
Nikki Scheffer Recruiter