Expert Training & Quality Excellence Global Customer Care

As part of Global Customer Care, this position serves as the global functional owner for Training & Quality Excellence across our 11 European markets and external vendors. Close collaboration with our country organizations, BPO partners and internal stakeholders ensures consistent training standards, robust quality governance and continuous improvement across human and AI-enabled customer interactions. Key responsibilities include translating quality insights and performance data into actionable improvements, challenging our vendors to deliver against global standards and driving a consistent approach to customer experience and operational excellence. The connection of training effectiveness, human and AI quality and continuous improvement contributes to shaping the future of our global Care organization.

• Acting as a customer ambassador (m/f/d) to create memorable "Wow" moments for our customers
• Definition and governance of global training strategies, frameworks and standards across all 11 European markets and external vendors
• Ownership of the global Human Agent Quality Framework, including scorecards, evaluation criteria, sampling methodologies, calibration and critical-error definitions, ensuring alignment with COPC standards
• Establishment and governance of the global AI Quality Framework across conversational AI and automated customer interactions, covering accuracy, relevance, resolution quality, compliance and human handover effectiveness
• End-to-end quality governance across human, AI and human-AI interactions throughout the customer journey, driving consistent evaluation standards and customer experience outcomes
• Governance of vendor quality and training performance through KPIs, performance reviews, analysis and structured improvement plans
• AI quality assurance throughout the solution lifecycle, including pre-launch validation, post-launch monitoring and continuous evaluation in collaboration with internal stakeholders
• Translation of quality insights into targeted improvements across training, processes, knowledge and AI solutions, ensuring measurable impact on customer experience and operational performance
• Global alignment, continuous improvement and best-practice sharing across all 11 European markets and vendors, strengthening training effectiveness, quality maturity and overall Customer Care excellence

• Bachelor's or master’s degree in business administration, business psychology, human resources, quality management or a related field
• Mandatory COPC certification with in-depth knowledge and proven practical application of COPC standards
• Several years of hands-on experience in Contact Center Quality Management and Training, preferably within outsourced, multi-vendor environments
• Proven expertise in designing and governing global quality frameworks, scorecards, sampling methodologies, calibration and vendor governance
• Wxperience in the development of training strategies, frameworks and measuring training effectiveness
• Practical understanding of AI-enabled Customer Care and conversational AI quality evaluation and frameworks
• Strong understanding of customer care KPIs, including quality, performance, efficiency and resolution metrics
• Strong analytical, communication and stakeholder management skills, with the ability to challenge external vendors and drive improvements globally
• Fluency in English (mandatory); proficiency in German is an advantage