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Center Parcs • Cologne, North Rhine-Westphalia, Germany
Role & seniority: Junior Quality Assurance Specialist (m/f/d) at Center Parcs Europe; German Customer Care focus
Stack/tools: Quality monitoring platforms; calibration sessions; quality frameworks; reporting and analytics tools; script and process improvement
Monitor and evaluate customer interactions (calls, emails, digital channels) against defined quality standards
Provide structured feedback to agents/teams and lead calibration sessions for consistency
Analyze quality results and customer trends to identify root causes; collaborate with Operations, Training, and CX to implement action plans; contribute to scripts/process improvements and share actionable insights
Experience in Quality Monitoring/Quality Assurance or Customer Service (hospitality/leisure/service environment preferred)
Analytical, structured mindset; ability to turn data into actionable improvements
Strong communication of feedback (one-to-one and group)
Organized, proactive; ability to operate in a dynamic, international environment
Fluency in German and English
Location & work type: Based in Germany; hybrid working arrangement available / expected involvement in international team dynamics
At Center Parcs Europe, we believe in the power of togetherness and in creating meaningful moments for our guests and each other. We build spaces where people feel at home, breathe deeply, and reconnect with what matters most. That same spirit shapes our culture: collaborative, open, and focused on continuous improvement. As we grow and become more digital, more authentic and more sustainable, quality plays a key role in ensuring a consistent and reliable guest experience across all touchpoints.
As a (Junior) Quality Assurance Specialist (m/f/d), you drive quality across our German Customer Care operations by turning guest interactions into clear insights and concrete actions. Acting as a guardian of service excellence, you monitor customer interactions, identify improvement opportunities and support teams in delivering clear, fair and solution-oriented service experiences.
Your Daily Impact You monitor and evaluate customer interactions (calls, emails, digital channels) based on defined quality standards You provide structured and constructive feedback to agents and team leaders to support performance improvement You lead calibration sessions to ensure consistency and fairness in evaluations You analyse quality results and customer trends to identify root causes and improvement opportunities You work closely with Operations, Training and CX teams to implement concrete action plans You contribute to continuous improvement of scripts, processes and quality frameworks You prepare clear reports and share actionable insights with stakeholders
Does This Sound Like You? You have experience in Quality Monitoring, Quality Assurance or Customer Service, ideally within hospitality, leisure or service environments You are analytical and structured, and you turn performance data into clear insights and improvement actions You communicate feedback with confidence and fairness, both one-to-one and in group settings You are organised, proactive and committed to raising service standards in a dynamic and international environment You speak fluent German and English and enjoy working in an international team
What You Can Look Forward To At Center Parcs, you will find meaningful work within a well-established team. You will become part of a supportive and collaborative culture where performance and enjoyment go hand in hand, and where there is room for creativity, growth, and personal development. In addition, you can expect benefits such as hybrid working and exclusive employee discounts. Ready to join us? We look forward to receiving your application!