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HS Diploma or equivalent
Nice to have: post high school technical training
Nice to have: FDA regulated industry experience
Nice to have: medical device consumer products

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Expert Training & Quality Excellence - Global Customer Care (m/f/d)

Media Markt Münster · Posted Nov 4, 2026

Open

Ingolstadt, Bavaria, Germany
Full-time

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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

Skills

COPC certification

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Expert Training & Quality Excellence - Global Customer Care (m/f/d)

Responsibilities

Requirements

Skills

Benefits