Client Service Quality Assurance Manager (m/w/d)
Core
Overseeing customer interactions between agents, chatbots, and clients to maximize satisfaction and define quality standards for human workflows and AI models.
Role type
Senior Client Service Quality Assurance Manager
Builds
Quality assurance frameworks and automated QA tools for client service channels
Domain
FinTech / Digital Banking / Customer Experience
Deliverable
dashboards & analysis
Required skills
Data analysis, AI/ML tool affinity, Process optimization, Stakeholder communication, Root cause analysis, Quality framework design
Preferred skills
Experience in FinTech, Technical mindset, Automation expertise
Technologies
Chatbots, AI tools, Dashboards, QA automation tools
Responsibilities
Review daily customer interactions (manual audits), Identify systemic issues and process gaps, Translate analytics into actionable insights, Define quality standards for human and AI workflows, Validate AI evaluations and edge cases, Optimize QA workflows for automation
