Vacature: Quality Management Officer voor Mercedes-Benz Customer Assistance Center in Maastricht

VACATURENR lv-60618 (09-11-2017)


Organisation: Mercedes-Benz Customer Assistance Center
Location: Maastricht
Contracttype: Definite contract
Hours: 20 - 30

The organisation
The Mercedes-Benz Customer Assistance Center (MBCAC) is an international multicultural organization and an integrated part of Daimler’s 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 provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra 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, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

The function
The department: Process Management & Standardization
Within the newly established department “Global Contact Center Management”, we are looking for a Quality Officer (ISO 9001) to strengthen the Process Management & Standardization team.
The team has a leading role in defining the Customer Contact Center (CCC) business process standards. Process simplification, standardization, innovation and globalization are of key importance in this respect.
Quality Assurance is integrated in this area, supporting the continuous improvement of processes and aiming to enhance customer satisfaction through effective application of the MBCAC Quality Management System (QMS) in line with ISO 9001:2015.

Quality Officer
The MBCAC is an integrated part of Daimler’s Global Service & Parts (GSP) division. Consequently, the QMS of MBCAC is derived from and based on GSP’s QMS. GSP holds the overall ISO 9001 certificate and being integrated, MBCAC is subject to internal and external (TÜV) on-site audits.
Some of the key aspects of the Quality Officer’s responsibilities are: maintenance and continuous improvement of the MBCAC QMS in accordance with ISO 9001:2015 and coordination of internal and external audits (preparation, execution and follow-up) to assure continuation of the ISO certification.
The Quality Officer (ISO 9001) supports in the implementation and further development of the QMS according to the task description below.

Main tasks/ responsibilities:
Development of the Quality Management System (QMS)•Ensuring QMS conformance and reporting on QMS performance
  • Proactive contribution through suggestions for improvement and further development of the QMS
  • Initiating and coordinating changes & improvements and supporting the persons responsible in implementation of corresponding measures
  • Coordinating annual risk & opportunity assessments for core business processes / service quality
  • Coordinating annual stakeholder analyses

Communication and Consulting
  • Reporting about relevant QMS-related activities to the management
  • Conducting an annual review with the MBCAC Managing Director of the current status of the QMS according to the GSP specifications
  • Consulting and informing MBCAC line managers and affected employees about current ISO/QMS related topics/requirements
  • Active participation in relevant GSP communication platforms (meetings, briefings, workshops) and channeling of key info into the organization
  • Informing the QMS representative of GSP as well as MBCAC local executives about relevant changes, risks and defects
  • Ensuring relevant intranet site is up-to-date and correct

  • Coordination (preparation, execution and follow-up) of internal audits
  • Coordination of external (TÜV) monitoring and certification audits according to the overall planning
  • Audit controlling for internal and external audits
  • Steering and monitoring the implementation of improvement measures & corrective actions resulting from external and internal audits within the MBCAC

Documentation and Process Management
  • Coordinating the steering of documents and records (specifications and records) in the organization
  • Ensuring complete and methodically correct process documentation by consulting & supporting the process owners
  • Internal coordination of process documentation activities and securing the MBCAC process landscape is up-to-date and correct
  • Coordinating changes according to specifications for GSP process management

Training / Education
  • University degree/Academic level of working and thinking (focus area e.g. business studies/management, process engineering), combined with 2-5 years relevant working experience
  • Internal/external ISO 9001 auditor certification is a pre.

Experience and specific knowledge
  • Knowledge of ISO standard 9001.
  • Experience with coordination of internal and external audits (preparation, execution and follow-up)
  • Quality inspection, auditing and testing experience
  • Experience with implementation of corrective actions programs
  • Extensive knowledge of Microsoft Office and PowerPoint
  • Experience with project management
  • Excellent communication skills (verbal and written)
  • Ability to effectively interact with different management levels
  • Strong team player
  • Able to prioritize and organize tasks and responsibilities efficiently
  • Conceptual thinking
  • Accuracy
  • Independent acting
  • Fluent in corporate language English (ideally a good understanding of German language)
  • Working experience in a multicultural environment

We offer
You will join an international team with smart and motivated colleagues – all united by the motivation to thrive. Here you will have many opportunities to demonstrate your abilities and learn new skills.
In addition, you will receive an attractive compensation package with various fringe benefits.
Furthermore, a collective health insurance at discounted rates, self-development opportunities, a result-oriented bonus (variable payment) and a pension plan are just some of the secondary benefits of working with us.

A comprehensive relocation package is applicable for candidates living further than 50km from the CAC and willing to relocate to within 20km of the CAC.

The procedure
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 more information about this vacancy please contact the Recruitment Office on +31 43 356 20 85

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