Quality Assurance Manager (m/w/d)
Core
Monitoring and improving customer interactions between human agents, chatbots, and clients to maximize satisfaction and define quality standards for both human workflows and AI models.
Role type
Quality Assurance Manager (Client Service & AI)
Builds
Customer service quality frameworks, automated QA tools, and insights for product and client service teams.
Domain
FinTech / Customer Experience / AI Quality Assurance
Deliverable
dashboards & analysis
Required skills
Data analysis, stakeholder communication, process optimization, AI tool affinity, manual audit execution, framework definition
Preferred skills
Experience in FinTech, technical mindset for automation, English (C1) and German (C1)
Technologies
Chatbots, QA automation tools, dashboards
Responsibilities
Conduct manual audits of agent-chatbot-client interactions, identify systemic issues and product errors, translate analytics into actionable insights, define quality standards for human and AI workflows, validate AI evaluations and edge cases, optimize QA workflows for automation.
Seniority
Mid-level, hands-on manager