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, automated QA tools, and actionable insights for client service and product teams.
Domain
FinTech / Customer Experience / AI Quality Assurance
Deliverable
dashboards & analysis
Required skills
Customer interaction auditing, root cause analysis, stakeholder reporting, quality framework definition, AI model validation, process automation
Preferred skills
Experience in FinTech, affinity for software and AI tools, data analysis
Technologies
Chatbots, AI tools, dashboards
Responsibilities
Review daily interactions between agents, chatbots, and customers; Identify systemic issues and process gaps using data; Translate analytical insights into actionable recommendations; Define comprehensive quality standards; Validate AI evaluations and edge cases; Identify automation opportunities for QA workflows.
