Expert Training & Quality Excellence - Global Customer Care (m/f/d)
Media Markt Münster · Posted Nov 4, 2026
- Ingolstadt, Bavaria, Germany
- Full-time
Global functional owner for Training & Quality Excellence across 11 European markets and external vendors, ensuring consistent training standards, robust quality governance and continuous improvement across human and AI-enabled customer interactions.
Responsibilities
- Define and govern global training strategies, frameworks and standards across all 11 European markets and external vendors
- Own the global Human Agent Quality Framework, including scorecards, evaluation criteria, sampling methodologies, calibration and critical-error definitions, ensuring alignment with COPC standards
- Establish and govern the global AI Quality Framework across conversational AI and automated customer interactions, covering accuracy, relevance, resolution quality, compliance and human handover effectiveness
- Govern end-to-end quality across human, AI and human-AI interactions throughout the customer journey, driving consistent evaluation standards and customer experience outcomes
- Govern vendor quality and training performance through KPIs, performance reviews, analysis and structured improvement plans
Requirements
- Bachelor's or master’s degree in business administration, business psychology, human resources, quality management or a related field
- Nice to have: Fluency in German