Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

The function

Department
As a Quality Management Specialist you are part of the Training Development, Knowledge and Quality Management department, which is in charge for Training Consultancy, Knowledge Management and Quality Management Strategy for all Mercedes-Benz Contact Centers worldwide.
The Quality Management team is responsible for the framework and the development of Quality Assurance programs, preparing and completing action plans as well as defining standards, steering models, monitoring measures, coaching methodologies and follow-up actions. The team is also responsible to adjust, conform and regulate the corporate strategy within all the Contact Centers and to supervise the work of the Quality Monitoring teams in the different sites.

As a Quality Management Specialist you will:

• follow-up on the Quality programs, initiatives and activities that are part of the Mercedes-Benz strategy (Governance) within the worldwide Global Contact Center and support the Senior Quality Management Specialist with the effective implementation of the Quality programs, initiatives and activities in new sites.
• conduct analysis of monitoring results and provides feedback and recommendations to the contact centers (Mercedes-Benz Customer Assistance Center Maastricht NV and other satellites).
• assess and analyse the utilization of data and reporting in the Quality Management system
• suggest improvement actions when objectives are not met or best practices are not applied
• monitor improvement status and effectiveness of the improvement measures together with Quality Monitoring team(s), ensuring information accuracy
• support the Senior Quality Management Specialist to work with Stakeholders in the identification and definition of service Quality standards, addressing Quality early in projects development and implementation
• identify needs and develop methodology and measures to continuously improve the Company Quality performance
• assist the Senior Quality Management Specialist to roll-out the Quality programs in different Countries worldwide from preparation to training and from implementation to after-care

Requirements

• Higher vocational /university degree
• Understanding of Contact Center management (processes, systems, KPI & reporting, etc.)
• Minimum of 2 years of experience in Quality Assurance related areas
• Independent thinking and acting
• Experience in setting up questionnaires/surveys and analyse data
• Ideally knowledge of COPC Standards
• IT affinity
• Adaptability and flexibility
• Fluent in corporate language English (need to have), ideally also a second (near) native language, preferably from Eastern Europe or Asia

We offer

You have the opportunity to work in a growing international company in a young, ambitious, professional and dynamic environment. A comprehensive relocation package is applicable for candidates living further than 50km from the CAC and willing to relocate to within 20km of the CAC. Collective health insurance at discounted rates, self-development opportunities, result-oriented bonus (variable payment) and pension plan are just some of the secondary benefits of working with us.

The procedure

Please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.

For more information about this vacancy please contact the Eyck Halbritter on +31 43 356 21 49.