(Senior) Quality & Knowledge Specialist

MediaMarktSaturn • Rotterdam, NY

78d • Onsite

About The Position

As a (Senior) Quality & Knowledge Specialist, you will play an important role in continuously improving the quality of our customer service. You will monitor the quality of customer interactions, strengthen knowledge management, and translate insights from data and customer contacts into concrete and measurable improvements. You will work closely with internal teams and external partners to standardize processes and working methods, reduce performance differences, and ensure that customers consistently experience excellent service. Additionally, you will be responsible for the tooling and content that support our Customer Care employees in delivering high-quality customer interactions. An important part of the role is the implementation and further development of AI tools within Customer Care.

Requirements

• A completed Bachelor's or Master's degree, preferably in Economics or a comparable field.
• Minimum of 5 years of relevant work experience and a customer-oriented, proactive, and independent work attitude.
• Excellent communication and collaboration skills, both internally and with external partners.
• Experience with Excel, data analysis, and reporting.
• Knowledge of quality assurance, quality measurements, and calibration sessions.
• Experience with knowledge base management, training, and scripting.
• Affinity with and knowledge of AI tools within customer service.
• Good command of Dutch and English; French is a plus.

Nice To Haves

• You get energy from a dynamic, lively work environment where no day is the same.
• Variety in your work and new challenges give you an extra drive to identify opportunities and take initiative.
• With your proactive attitude, you actively contribute to the team because you believe that you achieve the best results together.
• You switch effortlessly and respond flexibly to what is needed.

Responsibilities

• Monitoring and assessing customer interactions to identify the causes of problems and performance differences.
• Translating insights into concrete action plans and following up on them to improve, among other things, CSAT, FCR, and the quality of solutions.
• Conducting regular audits with external partners and suppliers to ensure compliance with quality standards and best practices.
• Evaluating internal processes and the working methods of external partners.
• Developing, managing, and optimizing training, scripts, and knowledge base content for the Customer Care team.
• Setting up and monitoring content governance, including version control, periodic reviews, and clear ownership.
• Collecting feedback from employees and customers to identify and prioritize knowledge gaps and areas for improvement.
• Collaborating with various teams and external partners on process changes.
• Documenting new processes, conducting pilots, and stimulating adoption through training and change management.
• Collaborating with internal departments and external partners to further improve processes and enhance the customer experience.
• Aligning quality standards, KPIs, and reporting moments to stimulate responsibility and results orientation.
• Facilitating calibration sessions and sharing best practices between different teams and partners.
• Supporting change management during the introduction of new policies, tools, and processes.
• Training, configuring, and continuously improving AI tools that contribute to quality and employee performance.
• Identifying relevant AI use cases and defining success criteria and feedback loops.
• Collaborating with Operations, IT, and external partners to implement AI in a safe, compliant, and effective manner.
• Training and guiding teams in effectively using AI output for coaching, quality assessments, and content improvement.

Benefits

• A fantastic workplace in 'De Rotterdam'
• Personal and professional development and growth opportunities
• Freedom and responsibility to shape your role and implement ideas in an environment where much is possible
• Employee discount
• 30 vacation days
• Discount on fitness
• Bicycle lease arrangement
• Benefits on various insurances

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level