Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of 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 care and provide excellent assistance to our customers and dealers of well-known Mercedes-Benz Group AG brands like Mercedes-Benz, AMG, Maybach 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 and vans during our opening hours. For our customers we are the most important connection to the Mercedes-Benz brand.

The function

Are you passionate about quality management in a contact center environment? Are you familiar with COPC standards, setting up customer satisfaction surveys and transaction monitoring process ? Then read on!

As a Quality Management Specialist, you are part of the Business Standards and Training department, which is in charge of Quality Management, Knowledge Management and Training for all Mercedes-Benz Customer Care Centers worldwide.

The Quality Management team is responsible for the Quality Framework that is used in the CCC globally, including 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 for supervising the work of the Quality Monitoring teams in the different sites worldwide, which can include setting up calibration sessions.
The Quality Management Specialist is expected to make a valuable contribution to quality, performance and efficiency in the contact centers that are part of the global CCC network. That expectation is to be achieved through successful implementation of quality assurance.

The Quality Management Specialist will have to manage a large variety of stakeholders within the MBCAC, the global Contact Care Centers (“satellites”) and involved third parties.

Your tasks and responsibilities will be:

• Analyze various QM reports, like Transaction Monitoring and CSAT results and provide feedback and recommendations to all stakeholders involved.
• Take full responsibility for the set-up of the global CSAT survey(s) and Transaction Monitoring forms, manage the global implementation of these, and take care of changes where needed.
• Ensure QM adherence to COPC standards as much as possible and promote these standards worldwide.
• Assess and analyze the utilization of data and reporting in the field of Quality Management.
• Implement and follow up on global quality assurance programs, initiatives and activities that are part of the Mercedes-Benz strategy within the worldwide Customer Care Centers, including initiatives and activities in possible new sites.
• Suggest improvement actions to all stakeholders involved 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. Escalate issues to management if improvement activities are not conducted where needed.
• Identify and define quality standards in customer care and address quality topics early in project development and implementation of new products and services.
• Identify needs and develop methodology and measures to continuously improve the performance.
• Supervise the roll-out of quality programs in different countries worldwide from preparation to training and from implementation to after-care and involve colleagues from other teams where needed.
• Support the relationships with all stakeholders.

Requirements

Who are you?

• Higher vocational /university degree
• Understanding of Contact Center management (processes, systems, KPI & reporting, etc.)
• Minimum of 2 years of experience in the field of Quality Assurance or QM-related areas
• Independent thinking and acting
• Experience in setting up questionnaires/surveys and analyzing data
• Knowledge of COPC Standards
• Adaptability and flexibility
• Fluent in corporate language English
• Effective in stakeholder management
• Advanced time management and analytical skills
• Able to create innovative solutions to problems
• Solid organizational skills including attention to detail and multi-tasking skills
• Experienced and self-confident in presenting to different types of audiences
• Independent actor as well as a strong team player
• Enjoys working in a dynamic, multicultural environment
• Affinity with Mercedes-Benz (vehicles & technologies)
• Willingness to travel for work when required

We offer

What do we offer?

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary.

The salary range is between €3300 and €4600 gross per month for this position depending on experience.

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

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.

The application deadline ends on 04.02.2024.