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Vacature: Quality Manager

Werkgever:Mercedes-Benz Customer Assistance Center Maastricht

The organisation

Our home base is the Mercedes-Benz Customer Assistance Center Maastricht , which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.

1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.

The function

The Quality Manager is responsible for defining the quality strategy and managing quality assurance of releases into the CCC ecosystem (CRM, Telephony, DWH). Next to this, a key responsibility is the definition and implementation of strong partnerships with suppliers in the area of Testing. The role requires active participation in all phases of releases, from initiation to delivery, implementation and post-live support.

This is a role in the IT department of the Mercedes-Benz Customer Assistance Center (CAC), which has grown from being the local IT Provider for the CAC to being the Global Service Provider for the core CRM application of Mercedes-Benz worldwide. In total up to 20.000 dealers and 2700 call center agents worldwide make use of our applications.

Within the department of Demand Management and Governance, the Quality Manager will be part of an international team with colleagues from all continents, working out of the Maastricht offices, and cooperating with suppliers worldwide. Within this environment the Quality Manager is coordinating a team of Test Engineers, and guards the overall product quality.

Tasks & Responsibilities:

  • Lead and continuously strengthen the team of Test Engineers and Test Coordinator
  • Define the overall test strategy and support Test Coordinator in the successful implementation and maintenance of this
  • Define, build and maintain strong partnerships with IT Test suppliers
  • Plan and manage the test effort for each planned demand
  • Define the scope of testing within the context of each release
  • Managing the delivery and maintenance of test environments
  • Identify the need for tools supporting the test process
  • Define and implement test measurements and metrics/KPIs
  • Define and Implement test automation
  • Implement Quality Assurance
  • Apply standardization of test processes


Who are you?

  • IT related Master degree
  • 5 years of experience in at least one of the following; Quality Assurance methodologies, project governance and/or related project processes
  • Combines a strategic view with hands on mentality
  • Experience in setting up and maintaining strong, strategic partnerships
  • Proven experience in people and stakeholder management within IT delivery
  • Proven knowledge of testing, test processes, methodologies and tools
  • Excellent language skills in English - both spoken and written is required for communicating with stakeholders; German is an advantage
  • Excellent written and verbal communication skills to provide information to stakeholders
  • Must be an influencer and decision maker to make critical decisions in a timely manner
  • Strong process/quality orientation
  • Excellent analytic and interpersonal skills to influence and engage colleagues
  • Ability to balance the big picture with meeting the day-to-day needs of the organization
  • Ability to partner with both technical and non-technical peers and stakeholders, to interact with various levels of management, and to promote cross functional collaboration
  • Ability to be flexible and work accurate and outcome based, both independently and in a team environment, in a high pressure, multi-tasking environment with changing priorities
  • Previous experience working agile, preferably within a SAFe environment
We offer

What do we have to offer you

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.

Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.


We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.

Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.

The procedure

Does this role fit your expectations for a new challenge, then 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 data privacy reasons, we can only accept applications via the above process.

For more information about this vacancy please contact Myra Pot by email: myra.pot@mercedes-benz.com